Support Advisor

Job description

Why we will love you

You are excited to try, fail, learn, and try again. You like interacting with cultures from all over the world. Change is motivating for you and the idea figuring out how to keep everything simple is inspiring.

What you'll be doing day to day

You will be a communications expert between computer systems, various groups, and end users. Flexible job assignment with a variety of tasks that may include creation and maintenance of tickets, problem management, reporting, automation, and software maintenance.

Responsibilities:
• Take ownership and provide seamless support to end-users by considering all support needs, coming in through the different support channels
• Register, analyze, priorities, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality
• Perform all daily tasks in accordance with set processes, rules and guidelines and share important information and knowledge with colleagues, in order to ensure standardization
• Monitor, follow up and communicate with end-users about the progress of their ongoing case, escalate the case if needed and secure end-users are continuously updated
• Collect and share user feedback with relevant teams and work cross functionally to ensure an affordable IKEA
• Prioritize and work with incoming issues ensuring they meet the defined agreements, as well as securing compliance towards legislations, policies and other requirements
• Apply and adhere to good practices within an agile/iterative development approach and contribute with input in exploring and evaluating new technologies

Qualifications:
• Formal qualifications in Information Technology or equivalent
• Minimum 2 years of experience of working within the technical support area
• Good written and verbal English communication skills
• Preferred: Experience of Agile methodology and ITIL framework
• Preferred: Knowledge of IKEA Brand, culture, values and way of working

Together as a team

IKEA is on an exciting growth journey becoming more accessible to the many people. We are investing heavily to develop IKEA into the future. This means for example delivering one of the world’s biggest multichannel programs. It also means delivering innovative solutions to meet our customers’ and coworkers’ needs here and now.

IKEA Business Solutions support this journey by delivering customer focused solutions and making sure that existing solutions are relevant and available. We empower our co-workers, customers and suppliers with solutions to contribute to a growing IKEA.

We act as a team making the complex; simple, for the everyday people. We handle or coordinate the resolution single user issues as well as global problems, twenty-four hours a day, three hundred sixty-five days a year. We are a team focused on increasing our capabilities through learning. We work hard to give IKEA co-workers the best support experience possible.

Working Set up:
Weekends required. Work hours are generally 8:30 am until 5:30 pm. Workdays are based on rotation and include weekends.