2Nd Line Support Analyst

About DFSIt takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on great quality sofas since 1969. 

We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’. 

Are you ready to make yourself at DFS?

 
What you'll be doing
Diagnosing and resolving software and hardware faults.
Installing, configuring, and supporting desktops/laptops/MAC/Printers/ tablets and smartphones running iOS and Android OS
Support mobile devices e.g. tablets and smartphones running iOS and Android OS
Attending site to provide support and installations
Managing individual ticket queues, ensuring timely closure within SLA, and providing updates through customer communications.
Ensure the correct categorisation of each ticket and update throughout the lifecycle of the ticket
Escalating unresolved tickets to 3rd Line Support teams when required.
Follow all company standards and procedures as currently documented
Carry out regular reviews of existing processes and procedures and suggest areas for improvement
Ensure security of end user products is not compromised and follow appropriate security procedures
Maintain and update confluence operational documents, such as knowledge bases/ user guides and SOP
Provide guidance to projects during planning and rollout as and when required
Actively monitoring alert systems and promptly remediating issues, with the goal of mitigating incidents and minimising service interruptions.
Supporting the audit process and ensuring compliance for a successful audit.
Ensure Asset Management is updated when Assets are reassigned to End Users 
Ensuring any assets are compliant with organisational policies
Good communication skills with the capability to articulate technical solutions to non-technical users
Collaborate closely with 1st Line Support to ensure seamless resolution
Device Software Upgrades, Patches, and Bug Fixes
Participate in an on-call technical escalation process outside of  business hours

The role is for you if...
You have knowledge of Google Suite/Microsoft 365/Active Directory, Azure AD  and other relevant technologies
Knowledge of Remote Tools - ME/Team Viewer
Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience up to Windows 10
Knowledge of network troubleshooting, Ethernet and IP configuration.
Knowledge of software distribution and patch management
Knowledge of Windows/Chrome and Mac operating systems
Excellent interpersonal and communication skills, including strong listening skills
Excellent analytical skills and Initiative-driven 
Stakeholder and third party management skills 
Influencing skills/Decision Making
At least 3 to 5 years of relevant practical experience troubleshooting faults in a technical environment 
Experience working in an  IT Service organisation or in a  retail organisation
Degree (or equivalent) in Computing/IT or a related field, or have equivalent IT industry experience. Certifications and / or in depth experience in IT Service Management- ITIL, ITSMF etc. 
Financial and commercial awareness
Proactive approach to self developing and maintaining knowledge of new and emerging technologies  through, industry sources, as well as formalised training and development plan
Act as a role model for technical competence and helpfulness and willingness to share knowledge and resources  

DFS Benefits 

Progression and Development opportunities to grow your skills
A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
Generous holiday allowance – the time you need to rest and relax and the longer you’re with us, the more time you’ll get! Opportunity to purchase additional holidays each year! 
Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
Access to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more. 
Discounted Gym and Cinema memberships to help you unwind
Group Pension Scheme
Group Sharesave Scheme
Life Assurance & Company Sick Pay
Full comprehensive training 
Paid days to volunteer each year

Any offer is subject to references & DBS Checks