Job Description

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Overview

This is a 1-year fixed term contract



This role is based out of our Leicester offices. We operate a hybrid working policy.

About us

There's no place like home. And there's no better feeling than helping others feel truly at home.

At Dunelm, that's exactly what we do.



We're proud to be the UK's number one homewares retailer - not just because we offer great products, but because we genuinely care. About our customers, our colleagues, and creating spaces that feel just right.

About the area

As a Service Desk Technician, you'll be part of our Colleague Technical Support Team - the team that keeps our technology running smoothly across more than 200 locations, including stores, offices, manufacturing sites, and distribution centres. Whether it's resolving an issue or fulfilling a request, you'll be the first point of contact for colleagues who need a helping hand with their tech.



Outside of core working hours there is an on-call facility for any emergency issues, ensuring technology is working 24/7.



You'll be working alongside:


Automation & Development - the team enhancing our systems through ServiceNow and driving efficiency with automation tools like UIPath. Colleague Technology Engineering - the experts managing and developing our end-user devices, operating systems, and applications.

Join our Tech Team and you'll not only be part of stimulating projects that are making an impact across our business, but you'll be also somewhere you can build a long-term career that always promises to challenge and excite.


Find your happy place.



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What you'll be doing

Ensuring a high level of service is provided to all Dunelm colleagues. 1st Line Incident investigation capturing all relevant details to try to resolve the reported issue at first point of contact. Ensuring that progress and updates are recorded within the Incident Management system so there is a full audit history. Proactively resolving incidents and service requests within agreed SLA. Where possible, schedule business impacting maintenance on laptopdesktoptills outside of the working day. Ensuring the end user is kept up to date with regular progress updates to their incident/requests. Working with team members to facilitate knowledge transfer between members of the appropriate escalations to 2nd tier and 3rd line teams. Documenting technical knowledge to add to existing knowledge bases. Liaising with 3rd party vendors to assist with resolution Talking colleagues through a series of actions, either via phone, email, online tools or chat, to help diagnose or resolve a technical problem Analysing IT incident reports and service requests to identify trends Creating new user accounts on various platforms Analysing and resolving all application software or hardware incidents and requests from end-users Managing mobile devices including the installing and configuring of profiles and software.
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What we'll look for in you

Excellent communication skills Able to lead by example Responsible and show integrity Self-motivated, calm persona, attention to detail Ability to work under pressure Ideally experience working in a tech support role previously but not essential Experience working in a customer service role Takes ownership and uses their initiative Able to deal with challenging scenarios

Our values

We're guided by a few key principles that shape how we work and grow together:


Act like owners Keep listening and learning Think long term Stronger together

We're not looking for people who simply "fit in" - we're looking for people who bring something new with different perspectives and fresh ideas.