IT Service Desk Analyst - Japanese Speaking

Recruiter
Burberry
Location
Hong Kong, Hong Kong
Posted
22 Jul 2022
Closes
06 Sep 2022
Ref
153173-en_GB
Function
Technology
Level
Manager
INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

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.
  • Systems you will expose to:
    • 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


MEASURES OF SUCCESS

Delivering an excellent service consistent with Burberry's status as a leading luxury brand. Playing a significant part in achieving the team's service levels which are focussed on:
  • Customer satisfaction ratings and NPS scores
  • Incident and request resolution times
  • Call response times and abandon rates
  • Monthly 1-2-1's
  • Productivity
  • Internal and external quality monitoring




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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