Support Analyst - Service Desk
宜家IT亚太分部
- 公司规模：10000人以上
- 公司行业：批发/零售
职位信息
- 发布日期：2016-12-14
- 工作地点：上海-徐汇区
- 招聘人数：若干人
- 工作经验：1年经验
- 学历要求：本科
- 语言要求：英语 精通 韩语/朝鲜语 熟练
- 职位类别：技术支持/维护工程师
职位描述
职位描述：
The Support Analyst provides professional and service minded IT support to IKEA on the base of defined Service Level Agreements and is the obvious choice in IT support needs.
Support Analyst is the core of the Service Desk which is the single point of contact into IT for our community of end users in all IT related issues.
ASSIGNMENT
1. Receive and take ownership for all support needs coming in through various support channels.
2. Register, analyze, prioritize, solve and assign all incoming cases during the agreed time in an accurate and efficient manner.
3. Perform all daily tasks according to set processes, rules and guidelines.
4. Responsible for end user communication at IKEA IT: spreading the user feedback to the rest of the IT organization
5. Monitor all open support cases, escalate if necessary and keep the end user informed about the solving process
6. Take an active part in problem, change and life cycle management.
7. Build, maintain and share knowledge with colleagues, i.e. by using a common knowledge database.
8. Being involved in cross-functional work to represent the Service Desk's assignment and goals, eg. Pre-Studies and Realizations.
COMPETENCE
The coworker has a service oriented and customer focused background with a general interest and knowledge in IT and strong interest in the IKEA business.
Knowledge
1. Knowledge of the business process in order to give the user the right support.
2. Knowledge in set processes, rules and guidelines and how to use them.
3. Knowledge in relevant tools and how to use them in an appropriate way according to working routines.
4. Knowledge of IKEA IT Standard platform and infrastructure.
5. Knowledge in how to use communication as a tool in the contact with the users.
6. Knowledge of the different components and structure of the technical product relevant for the specific position.
7. Excellent language skill in English and Korean. Both on spoken and written level.
Capability/Motivation
Ability to act in a service minded and professional way and put the end-user needs in focus.
Ability to act with a holistic/global view when representing Service Desk or the end user in different forums.
Ability to adapt the communication to different situations and persons.
Ability to cooperate and share knowledge with the working team and other teams in the solving process, e.g. second level or SST.
Ability to take necessary decisions and actions in supporting the business process and knowing when and how to escalate in the support chain.
Ability to understand and use principles and rules of teaching in order to create a learning environment. Be able to explain, guide and document in order to educate and advice others.
IKEA IT Operations & Shared Services, Shanghai
IKEA IT OSS
Operations & Shared Services is part of IKEA Business Solutions with the purpose to enable large development programs as well as fast, innovative, customer focused results and safeguard running business. We strive for excellent leadership in all positions to lead business and people together. We aim to integrate perform & deliver and learn & develop as the two dimensions in our everyday work. The IKEA culture is a crucial factor of our success and our values influence everything we do.
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The Support Analyst provides professional and service minded IT support to IKEA on the base of defined Service Level Agreements and is the obvious choice in IT support needs.
Support Analyst is the core of the Service Desk which is the single point of contact into IT for our community of end users in all IT related issues.
ASSIGNMENT
1. Receive and take ownership for all support needs coming in through various support channels.
2. Register, analyze, prioritize, solve and assign all incoming cases during the agreed time in an accurate and efficient manner.
3. Perform all daily tasks according to set processes, rules and guidelines.
4. Responsible for end user communication at IKEA IT: spreading the user feedback to the rest of the IT organization
5. Monitor all open support cases, escalate if necessary and keep the end user informed about the solving process
6. Take an active part in problem, change and life cycle management.
7. Build, maintain and share knowledge with colleagues, i.e. by using a common knowledge database.
8. Being involved in cross-functional work to represent the Service Desk's assignment and goals, eg. Pre-Studies and Realizations.
COMPETENCE
The coworker has a service oriented and customer focused background with a general interest and knowledge in IT and strong interest in the IKEA business.
Knowledge
1. Knowledge of the business process in order to give the user the right support.
2. Knowledge in set processes, rules and guidelines and how to use them.
3. Knowledge in relevant tools and how to use them in an appropriate way according to working routines.
4. Knowledge of IKEA IT Standard platform and infrastructure.
5. Knowledge in how to use communication as a tool in the contact with the users.
6. Knowledge of the different components and structure of the technical product relevant for the specific position.
7. Excellent language skill in English and Korean. Both on spoken and written level.
Capability/Motivation
Ability to act in a service minded and professional way and put the end-user needs in focus.
Ability to act with a holistic/global view when representing Service Desk or the end user in different forums.
Ability to adapt the communication to different situations and persons.
Ability to cooperate and share knowledge with the working team and other teams in the solving process, e.g. second level or SST.
Ability to take necessary decisions and actions in supporting the business process and knowing when and how to escalate in the support chain.
Ability to understand and use principles and rules of teaching in order to create a learning environment. Be able to explain, guide and document in order to educate and advice others.
IKEA IT Operations & Shared Services, Shanghai
IKEA IT OSS
Operations & Shared Services is part of IKEA Business Solutions with the purpose to enable large development programs as well as fast, innovative, customer focused results and safeguard running business. We strive for excellent leadership in all positions to lead business and people together. We aim to integrate perform & deliver and learn & develop as the two dimensions in our everyday work. The IKEA culture is a crucial factor of our success and our values influence everything we do.
职能类别： 技术支持/维护工程师
关键字： English & Japanese; IT
公司介绍
IKEA宜家于1943年由其创始人英格瓦·坎普拉德(Ingvar Kamprad)在瑞典创立。历经半个多世纪的发展，如今它已在全世界拥有346家商店。宜家分别于1998年，1999年，2005年、2006年、2008年、2009年、2010年、2011年、2012年和2013年在上海，北京，广州、成都、深圳、南京、大连、沈阳、天津和无锡，宁波，上海宝山建立了13家商店。宜家一贯以“为大众创造更美好的日常生活，提供种类繁多、美观实用，老百姓买得起的家居用品”为自己的经营理念。
IKEA is a home furnishings company with Swedish origins founded in 1943 by Ingvar Kamprad. The vision of the company is to ‘create a better everyday life for the many people.’ The business idea is to offer a wide range of well-designed, functional home furnishings at prices so low that as many people as possible will be able to afford them. IKEA has a total of 346 stores worldwide, of which 40 stores are owned and run by franchisees outside the IKEA Group. The IKEA stores welcome a total of 655 million visitors during a year. More information is available on www.ikea.com
IKEA is a home furnishings company with Swedish origins founded in 1943 by Ingvar Kamprad. The vision of the company is to ‘create a better everyday life for the many people.’ The business idea is to offer a wide range of well-designed, functional home furnishings at prices so low that as many people as possible will be able to afford them. IKEA has a total of 346 stores worldwide, of which 40 stores are owned and run by franchisees outside the IKEA Group. The IKEA stores welcome a total of 655 million visitors during a year. More information is available on www.ikea.com
联系方式
- 公司地址：上班地址：漕溪路128号