Dispatcher within Plan & Operate,IT Service Desk

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 organized 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 organization to better meet the increasing demands from IKEA for IT Support. From 1st of June, Helpdesk will have a unit called ?Plan and Operate?. This is the unit that will secure daily operations and responsible of staff planning based on the support need. This unit will monitor and dispatch all incidents and secure that daily support is carried out with quality.

Come be yourself with us

Dispatcher within Plan & Operate, IT Service Desk

Would you like to be part of a global team that works to ensure the best possible support for our user organizations? As Dispatcher you ensure that we have control of the total volume of incoming contacts and progress of all registered User Incidents, assigned to individuals and groups based on priority and urgency.

As Dispatcher you have the responsibility to monitor all incidents assigned to the IT Service Desk, independent of workgroup, and dispatch them to co-workers assigned to the relevant shifts.
You are responsible for taking actions or escalate to appropriate stakeholders, when you see something is deviating from the norm. You will monitor the inflow and outflow to/from IT Service Desk, all channels.
You will work in close cooperation with Service Desk colleagues globally to find improvement actions regarding incident handling on a daily basis.

To be successful in this assignment you need to be able to make fast decisions understanding the global impact. You are able to analyze information, derive conclusions and communicate to relevant stakeholders.
You have knowledge about IT Service Desk operations. It is a big advantage if you have good understanding of IKEA Business.
You are proactive and have a service minded attitude, enjoy working with others in a diverse and fast moving environment. You are passionate about finding better ways, to be able to reach the goals

You will report to the team manager at Plan and Operate. The team of Dispatcher will be spread around the word to cover the support needs; you can work from any of the IKEA IT Servicedesk locations (Shanghai, Tejon, Philadelphia, Paris, Wallau, Dortmund, Janki, Älmhult or Helsingborg). The assignment requires work some weekends.

For more information about the position, please contact Unit Manager for plan and Operate Eta Carlsson +46 (0) 766 190 139. If you have any questions about the recruitment process you are welcome to contact IKEA HR Service Centre 0476-58 75 00.

The selection process will take place continuously, so please send in your application as soon as possible, latest Sunday 3rd of May 2015.