Part Time Global Service Desk Analyst

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Part Time Global Service Desk Analyst

Date: 30-Jan-2017

Location: London, United Kingdom

Company: Burberry Limited

Req ID: 94921

Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

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

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

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


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