Technical Support Analyst

£Competitive + Bonus + Benefits + Gym

Malmesbury

Description

The Digital Support Analyst role is part of our responsibility to provide a smooth-running, reliable platform for our global consumers. We know that issues arise, but through proactive monitoring we aim to reduce them and when they do happen we aim to provide excellent customer service and a swift, effective resolution.

Market Overview

Tucked away in a quiet corner of Wiltshire, but only 15 minutes from the M4 and well connected by rail, our Malmesbury HQ is home to more than 4,000 people in a growing campus that houses our IT, Finance, Group Commercial, RDD and GB & Ireland Market teams. With 3 cafes, a gym and sports facility and a selection of iconic engineering legends including our Harrier and Lightning jets, it’s an inspirational place to work and the Digital team is based in the most recently built, agile workspace.

Function Overview

We’re implementing a completely new commerce and content platform to transform the way we explain our technology, with completely new engaging, interactive visual assets and build a purchase journey that outperforms global leaders like Apple and B&O. It’s a cornerstone of our global drive to more direct sales and a closer relationship with our customers. At the same time, our existing platform continues to serve our global customer base with commerce functionality, rich support content and customer engagement tools, and forms a core part of our IoT platform, powering our latest generation of connected products. A selection of smaller sites supporting the James Dyson Foundation, our Careers Portal and the upcoming Dyson Institute complete the set of platforms that the growing Digital IT team support.

Accountabilities

You’ll be working within the Digital IT team, alongside our developers, testers and UX analysts, as well as amongst the wider business. As the first port of call for many incoming requests, you’ll need to develop strong relationships across our Group commercial functions, in-market commercial and content teams and within the RDD function. You’ll be responsible for the initial triage and allocation of issues within the digital platform, working closely with the Group IT function where issues span multiple systems. The ability to quickly, efficiently and accurately move issues through the process is a must, as is the ability to work with other areas of IT as the web platform interfaces with our front and back office platforms and beyond.

Skills

We’re looking for a smart, quick-thinking, digital expert, accustomed to working in a fast-paced, rapidly changing environment, with a get the job done mentality. You’ll be organised and confident, with the ability to work under pressure using your own initiative. Customer focused, with the ability to explain technical issues to all levels of audience, whilst managing stakeholder expectations.
You will have some IT Service background, with experience of content management systems, HTML, CSS or JavaScript being an advantage. As well as triaging and allocating issues, we’ll also need you to get your hands dirty, providing fixes, managing comms and working closely with internal teams to help them work efficiently. If you have some development or database skills, then so much the better!

Benefits Overview

Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.

Posted: 11-Sep-2017

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