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

THIS POSITION IS BASED IN HIGH WYCOMBE.

PURPOSE:

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.

RESPONSIBILITIES:

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.

PERSONAL PROFILE:

  • 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.

TECHNICAL EXPERIENCE:

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 ||


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