2Nd Line Support Analyst

2nd Line Support Analyst : Your role involves providing technical support and resolving IT issues, ensuring the seamless operation of end-users to fulfill IT environments. You are tasked with supporting all aspects of hardware and software, prioritising incidents and service requests, Changes Problem Management and ensuring the fulfillment of service level agreements (SLA.)

It 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?

• 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

• 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  

• 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