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About the Role

The Senior Support Analyst is a key member of the IT Operations team, providing support for users, business-critical applications, digital and e-commerce platforms, and infrastructure across our stores, Distribution Centre, and Head Office. This role requires a strong customer-focused approach, a commitment to delivering excellent service, and an understanding of IT best practices. Working in a fast-paced retail environment, you will be a proactive self-starter with a passion for technology, excellent problem-solving skills, and an appreciation of both operational and commercial business needs.

Responsibilities

Act as a key IT contact for Head Office staff, providing excellent support via ticketing, phone, and in person.
Manage, troubleshoot, and resolve incidents, service requests, and problems to minimise business disruption.
Provide 2nd line support for digital, e-commerce, Order Management, ERP, CRM, and Digital Asset Management platforms.
Support over 500 users across desktops, applications, telephony, Active Directory, and core IT services.
Support retail stores, including EPOS and payment systems, as well as international office and site locations.
Collaborate with 3rd line teams and external suppliers, ensuring appropriate prioritisation, escalation, and resolution of issues.
Drive service improvement through operational reviews, process documentation, and knowledge sharing with junior team members.
Participate in out-of-hours support and occasional travel to remote sites, including our Leicester Distribution Centre.

Requirements

Self-motivated and able to set and work to your own deadlines.
Committed and enthusiastic.
Able to prioritise workload and take ownership of calls through resolution.
Able to work accurately under pressure.
Very strong customer-facing communication skills both verbal and written.
Excellent problem-solving skills.
Able to work well in a team, but also be capable of working on their own and taking the initiative when needed.
Willing and able to build relationships throughout the Business and with 3rd party suppliers.
Willing to work within a shift pattern basis covering core business hours.
Background experience within a business user facing Service Desk function.
Experience working with a Service Desk ticketing system, (e.g. Citrix, Freshworks, ServiceNow, Remedy, SupportWorks).
Ability to prioritise/triage issues raised by the business.
Broad Retail IT experience across stores and digital sales channels.
Ability to learn new technologies and concepts quickly and accurately.

Skills

Salesforce
Shopify
ITIL Foundation level
CCNA
MCP
COMPTIA

Location

London Head Office
Leicester Distribution Centre

Work Type

Blended working
Remote working
Shift pattern basis

Experience Level

Senior

Benefits

60% employee discount on Dune products
25 days holiday (plus the bank holidays)
Cycle2work
Company pension scheme
Life assurance for all team members
3.00 p.m. finish every pay day Friday!
Team socials and drinks
Access to our employee assistance programme, retailTRUST
Wellbeing Allies

About the Company

Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally.
It has 50 stores in the UK and over 100 in 25 countries around the world.
The company is entering a period of sustained growth both through expansion of sales on its online channels and through third party partners both in the UK and globally.
Celebrating over 30 years in the industry, the Dune group has built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.
Sustainable office in bustling West London (near Westfield)
Friendly and open culture with flat structures allowing plenty of opportunity for development.
Company growth and opportunity; Dune is evolving all the time
Open-minded company, welcoming thoughts and ideas to be shared
Working with charitable organisations to help raise funds and give something back. Our current charity partner is Mental Health UK.