Incident Deflection Specialist, IKEA IT

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Incident Deflection Specialist, Support Improvement Unit, Helpdesk, IKEA IT Delivery

In your position as Incident Deflection Specialist within Support Improvement you regularly analyses the volume of incoming incidents to find and deflect repetitive incidents using the most suitable tool. You will secure deflection of incidents through automation, self-help, self-healing and preventive actions with the aim to decrease the manual work of the IT Service Desk.

You will work closely with the incident managers, knowledge managers, Lead process SME:s and Business Support Specialists and are responsible to follow up the freed-up capacity from all initiatives. Further more you are responsible to post the most common incidents on the Intranet to guide end-users to self-help and to optimise usage of the most suitable support channels. You will also lead improvement work in relevant areas and be responsible to register and follow up on progress of change requests.

Is this the right challenge for you?
To be successful in this role you have a good and wide knowledge about of how the IKEA co-workers want to use IT Support as well as processes and working methods at Service Desk. Scripting (Power shell) and knowledge in tools such as Atrium Orchestrator, IKEA Script Utility, SRM and more is other important skills to have. You understand the Provide IKEA People with Improvements process.

You have good knowledge and experience of working with change and communication and the effects of change and the different needs people have in a change process.

We are looking for you who are open to cultural differences and see them as a resource. It is crucial that you are good in creating and keeping good relations and that you are goal and result oriented. You have the ability to express opinions, information and key points of an argument clearly. You enjoy improving our ways of working, implement global methods and routines and seek new opportunities to give even more efficient support to our users.

Cooperating with others is seen as something natural and part of your daily work. We put great emphasis on your personal qualities and want you who take your own initiatives to make things happen, you don?t give up easily. As a person you are open to new ideas and not afraid to try them out. Of course you are fluent in English, speaking as well as in writing.

We are open to the geographical location where the position will be located, however you have to work from any of the existing Helpdesk sites in Älmhult, Helsingborg, Dortmund or Wallau.
For more information about the position, please contact Support Improvement Unit Manager Karolina Orrhede +46 (0) 732 321779. 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. Please apply before Sunday May 3rd, 2015.

Apply here: http://www.ikea.com/ms/en_GB/this-is-ikea/available-jobs/index.html