> Markdown version of [/jobs/ext/1288990-senior-support-analyst](https://www.wearedevelopers.com/jobs/ext/1288990-senior-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Support Analyst - **Company:** DUNE GROUP LIMITED - **Location:** London, UK (Remote available) - **Experience:** Expert - **Salary:** £42,283.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Digital Asset Management, Payment Systems, Issue Tracking Systems, Information Technology Operations, Citrix Systems, Salesforce.Com, Shopify, Information Technology, Servicenow - **Published:** July 16, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5801652375 ## About the Role * Self-motivated and able to set and work to your own deadlines. * Committed and enthusiastic. * Able to priorities workload and take ownership of calls through resolution. * Able to work accurately under pressure. * Have very strong customer facing communication skills both verbal and written. * Have 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., Essential * 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 priorities/triage issues raised by the business. * Broad Retail IT experience across stores and digital sales channels. * Knowledge of ecomm platforms such as Salesforce or Shopify. * Ability to learn new technologies and concepts quickly and accurately. Desired * ITIL Foundation level. * Any relevant IT technology qualifications (i.e CCNA, MCP, COMPTIA) is advantageous. ## Description Based primarily at our London Head Office, 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. Acting as a senior escalation point for IT issues, you will work closely with Service Desk colleagues, 3rd Line teams, and external partners to troubleshoot and resolve technical challenges, while also supporting and mentoring junior team members. 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., * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [WeAreDevelopers LIVE - Markdown, Liquid and Checkouts](https://www.wearedevelopers.com/videos/1814-wearedevelopers-live-markdown-liquid-and-checkouts) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Teini - an extremely small webshop leveraging awesome and free tech](https://www.wearedevelopers.com/videos/286-teini-an-extremely-small-webshop-leveraging-awesome-and-free-tech) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)