Quality and compliance within Plan & Operate

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 ?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.

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Quality and compliance 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? The purpose of this assignment is to ensure an efficient IT Service Desk with smart ways of working where we make use of good practices. As Quality and Compliance responsible you ensure that we are working according to decided processes and with the right data quality.

You continuously maintain and develop the IT Service Desk Run Book in close cooperation with Support Fulfillment unit. You will lead and initiating improvement activities focusing process and working routines compliance.
You will have the responsibility to monitor the content of resolved/closed incidents registered and managed at the IT Service Desk. You are an expert in identifying deviations and trends from process and working routine compliance and report to relevant stakeholders for action.

To be successful in this assignment you need to have deep knowledge about IT Service Desk operations at IKEA IT Service Desk, our Service management tools and ITIL. You are able to analyze information, derive conclusions and communicate with stakeholders. You are able to inspire and motivate others to understand the need of process compliance.
You have a proactive and service minded attitude and enjoy working with others in a diverse environment. Your are passionate for finding better ways, enabling IT Service Desk to deliver with better quality and efficiency.

You will report to the unit manager at Plan and Operate. The Staff Planners can work from any of the IKEA IT Service Desk locations in Europe (Paris, Wallau, Dortmund, Janki, Älmhult or Helsingborg). The assignment may require work some weekends.

For more information about the position, please contact Unit Manager for plan and Operate Eta Carlsson +46 (0) 766 190 139 or HR Manager Sofia Lassen +46 (0) 732 321556. 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.