Support Analyst, IKEA IT

The IT Service Desk provides IT support to all IKEA co-workers globally in cooperation with the Country IT co-workers. IT Service Desk has around 250 co-workers divided into 9 locations in four time zones. We provide support in 24x7 hours and in multiple languages.

As a Support Analyst you provide professional and service minded IT support to all IKEA co-workers globally. Since this is a global assignment we are looking for service minded co-workers, who speak and write English in addition to Swedish, Dutch, Danish, Spanish, Italian or French. You need to have IT interest and/or knowledge but of course you need to be curious to learn the necessary skills needed to provide good service to our end users.

Your main tasks as a Support Analyst is to receive and take ownership for all support needs coming in through various support channels and register, analyze, prioritize, assign and/or solve all in-coming cases during the agreed lead time. You monitor all open support cases, escalate if necessary and keep the end user informed about the solving process. Sharing knowledge with colleagues, i.e. by using a common knowledge database is also part of how we work in the team.

You see things a little differently. So do we. We put togetherness at the heart of everything we do. Come see things a little differently with us.

We believe that you are a person with strong communication skills who has the ability to easily adapt to different situations and persons. You are service minded and professional and put the end-users need in focus. When representing IT Service Desk or the end-user in different forums you have a holistic/global view. You are a team player with the ability to cooperate and share knowledge within your team and other teams in the solving process, e.g. other Support teams or second level support. You are driven and capable of prioritizing and making quick decisions.

To be successful in this role you need to master at least two of the preferred languages. You need to be service oriented and customer focused. You have good IT knowledge or interest in learning IT. If you have experience of working with IT support it is an advantage. You have a strong interest in the IKEA business and the desire to learn more about the specific business that you will support; this in order to give the user the proper attention. We are looking for you who are humble, curios, brave and have a will for renewal and who wants to take responsibility to make these values a part of our everyday work.

As a member of our Service Desk Team, you work 40h a week. Work on some weekends and evenings are required.

If you have any questions regarding the position, please contact Souzan Meana at souzan.meana@ikea.com or +46 766190720 If you have any other questions about the recruitment process, please contact our HR Service Centre, +46 (0) 476-587500.