IT Service Desk Analyst - Remote Working (Fixed Term 6 months)

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

Burberry's IT Service Desk teams provide first and second line technical support to our internal staff, delivering a personalised world-class IT service through expert technical knowledge.

We are looking for a service-driven individual to join the team as Analyst on a 6-months fixed term basis. You will remotely work a full time shift pattern, 5 days per week (including 1 weekend each month). The team is operational between the hours of 8am and 12am, the rota will be shared by the line manager 1 month in advance.

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
• Proactively manage backlogs of requests and incidents so that they are progressed to resolution within expected timescales, escalating where necessary

PERSONAL PROFILE

• Demonstrable experience in an IT analyst role, ideally within a fast paced Contact Centre environment
• Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations
• Available to work flexible shifts
• Excellent verbal and written communication skills
• Organised and able to multi task
• 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

FOOTER

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 || Leeds || Information Technology || IT - Service Delivery || n/a ||