IT Service Desk Analyst

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About Burberry

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.

ABOUT BURBERRY BUSINESS SERVICES

Burberry is opening a brand new Shared Service Centre - Burberry Business Services, based in Leeds at their stunning new premises in the heart of the City Centre. This Centre of Excellence will be an extension of their Head Office in London and house core functions; HR, Finance, Procurement, Customer Services and I.T. helpdesk.

JOB 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, 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

* Be available to work flexible shifts

PERSONAL PROFILE

Qualifications & Experience

Excellent verbal and written English language communication skills are essential, along with:

* Demonstrable experience in an IT customer service role, ideally within a Contact Centre environment

* Worked in a variety of team structures and environments

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

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

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