Part Time Global Service Desk Analyst

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Part Time Global Service Desk Analyst

Date: 27-Apr-2017

Location: London, United Kingdom

Company: Burberry Limited

Req ID: 94921



Through your passion for IT you will provide a highly professional experience for our internal global customers and external partners.  As the IT Customer Service Analyst you are the human face of Burberry IT.


Delivering World Class IT Customer Service, you will use a range of systems and tools to:

  • Understand and customer needs in phone, email, chat and other interactions
  • Accurately identify and analyse service requests and incidents related to the use of IT services
  • Help customers to resolve incidents and complete requests immediately where possible
  • Ensure requests and incidents are passed to the relevant second and third line teams where applicable
  • Proactively manage backlogs of requests and incidents so that they are progressed to resolution within expected timescales, escalating where necessary
  • Document and share knowledge and best practice with IT Contact Centre Analysts globally
  • Operate in accordance with Burberry’s approved policies, procedures and processes.


  • Demonstrable experience in an IT customer service role, ideally within a Contact Centre environment
  • Excellent command of the English language and ideally Mandarin
  • Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations
  • Excellent verbal and written communication skills
  • Strong problem solving experience
  • Worked in a variety of team structures and environments
  • Organised and able to multi task
  • Be available to work flexible shifts.


The team supports the following technologies and working knowledge of these is beneficial.  Training will be provided.

  • RemedyForce
  • PC / Windows
  • Microsoft Office 365
  • Active Directory
  • Mac OS X, IPhones and IPads
  • Outlook, Email, Calendars
  • SAP
  • Printers & Scanners
  • Audio Visual (AV)
  • Citrix
  • VPN

Posting Notes: United Kingdom || Not Applicable || London || Information Technology || Service Delivery || n/a ||

Job Segment: ERP, SAP, Service Desk, Audio Visual, Part Time, Technology, Customer Service, Creative