Senior Support Analyst

About the role

The Senior Support Analyst joins Dune London's IT Operations team at the London Head Office. You will act as the senior escalation point for a wide range of IT issues, supporting users, critical applications, and retail infrastructure across stores, the distribution centre and corporate sites.

Key responsibilities

• Provide 2nd‑line support for digital, e‑commerce, Order Management, ERP, CRM and Digital Asset Management platforms.
• Manage, troubleshoot and resolve incidents, service requests and problems for over 500 users.
• Support desktops, applications, telephony, Active Directory and core IT services.
• Assist retail stores with EPOS and payment systems, and support international office locations.
• Collaborate with 3rd‑line teams and external suppliers, handling escalation and prioritisation.
• Drive service improvement through operational reviews, documentation and knowledge sharing.
• Participate in out‑of‑hours on‑call support as required.

Required profile

• Self‑motivated with the ability to set and meet own deadlines.
• Strong customer‑facing communication skills, both verbal and written.
• Excellent problem‑solving abilities and capacity to work accurately under pressure.
• Team player who can also work independently and take initiative.
• Willingness to build relationships across the business and with third‑party suppliers.
• Available to work a shift pattern covering core business hours.

Required skills

• Active Directory
• ERP systems
• CRM platforms
• Digital Asset Management tools
• Order Management systems
• E‑commerce platforms
• EPOS and payment systems