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# Service Desk Technician (FTC)

- **Company:** Dunelm
- **Location:** Leicester, UK
- **Contract:** Temporary contract
- **Skills:** Data Analysis, Software Applications, Software Tools, User Accounts
- **Published:** September 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b30b484645295abf

## About the Role

* 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

## Description

* 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 laptop\desktop\tills 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., Our shared values of 'act like owners', 'keep listening and learning', 'long term thinking', and 'stronger together' help ensure we are always finding better ways of doing things and spending our time focusing on what's important.
 * Team working
 * Communicating
 * Adapting
 * Customer First
 * Taking Responsibility
 * Making it Happen
 * Challenging