Business Support

Business Support, Support Improvement Unit, Helpdesk, IKEA IT Delivery

The IKEA IT Delivery Helpdesk provides IT Support to all IKEA co-workers globally in cooperation with the Country IT co-workers. Helpdesk has around 250 co-workers divided into 9 locations in four time zones. We provide support in 24x7 hours and in multiple languages. Currently we work and are organised in ?business functions?, i.e. Retail/ Supporting/ Range & Supply. This is now about to change and early January 2015, we started to implement a new organisation to better meet the increasing demands from IKEA for IT Support.

From 1st of June, Helpdesk will have a unit called ?Support Improvement?. The Support Improvement Unit is the unit that support the IT Service Desk when it comes to tools and working routines, based on need to deliver IT support according to agreements. This unit will turn needs into requirement and enable the IT Service Desk to deliver support to IKEA and also take lead in the business implementation. This unit will take lead in tactical tool improvements used within the IT Service Desk

We want to become even better at providing IKEA with Support. We are looking for a Business Support that can put the spotlight on our performance and find key actions that will improve our service deliveries. In cooperation with Country IT, we are implementing IT Service Desk as Single Point of Contact for all IT Support. This means that we need to handle different requirements from different countries, follow up on the deliveries and take appropriate actions.

In your position as Business Support within Support Improvement you will:
? Take the grip on the IT Service Desk performance measurements and the underlying drivers
? Define and realize actions to ensure that we improve continuously
? Align the performance measurements cross-functionally within IT Delivery
? Define goals
? Be the champion for the IT Service Desk performance measurements and visualize how each co-worker contributes
? Develop Business cases for larger improvements
? Work with follow up and reporting in running business.
? Represent Helpdesk regarding service catalogue projects and similar activities.

As a person you have strong communication skills and the ability to create confidence and build relations. You take initiative, having the courage to question and challenge. Your ability to analyse and draw conclusions are strong, as well as the ability to understand how decisions and process impact the totality. Furthermore you have the passion to lead and inspire for common goals and targets and contribute to the growing IKEA 2020.

For us at IKEA, the most important thing is that you share our values. Values like leadership by example and that you are constantly being on the way with a cost-conscious mindset. As a person you are humble and have willpower and you have the ability to create togetherness and enthusiasm around you.

You will be part of the Support Improvement team and report to Karolina Orrhede, Unit Manager for Support Improvement. It is a full-time permanent position located in Helsingborg, Wallau, Dortmund or Älmhult.
For more information about this position, please visit www.ikea.se or contact Karolina Orrhede, +46 (0) 732 321779 or Sofia Lassen, +46 (0) 732 321 556. If you have any questions about the actual recruitment process, please contact our HR Service Centre, +46 (0) 476 587 500.