IT Service Desk Analyst

INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

Through your passion for IT you will provide a highly professional experience for our internal global customers and external partners. As the Ask IT Analyst you are the human face of Burberry IT. Ask IT is operational between the hours of 8am and 12am, 7 days a week.

RESPONSIBILITIES

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

• Understand 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 Ask IT colleagues globally
• Operate in accordance with Burberry's approved policies, procedures and processes
• Be available to work flexible shifts

PERSONAL PROFILE

Qualifications & Experience

• Excellent verbal and written English language
• Demonstrable experience in an IT analyst role, ideally within a Contact Centre environment
• Worked in a variety of team structures and environments
• 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

Skills

• Excellent verbal and written communication skills
• Organised and able to multi task
• Strong problem solving experience
• Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations

FOOTER

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

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Posting Notes: United Kingdom || Not Applicable || Leeds || IT || ICS OPERATIONS & EMPLOYEE || n/a ||