Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core. Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

JOB PURPOSE

Through your passion for IT you will provide a highly professional experience for our internal global customers and external partners. As the Ask IT Analyst you are the human face of Burberry IT. Ask IT is operational between the hours of 8am and 12am, 7 days a week.

RESPONSIBILITIES

Delivering World Class IT Service, use a range of systems and tools to:

• Understand customer needs in phone, email, chat and other interactions
• Accurately identify and analyse service requests and incidents related to the use of IT services
• Help customers to resolve incidents and complete requests immediately where possible
• Ensure requests and incidents are passed to the relevant second and third line teams where applicable
• Proactively manage backlogs of requests and incidents so that they are progressed to resolution within expected timescales, escalating where necessary
• Document and share knowledge and best practice with Ask IT colleagues globally
• Operate in accordance with Burberry’s approved policies, procedures and processes
• Be available to work flexible shifts

PERSONAL PROFILE

• Excellent verbal and written English language
• Demonstrable experience in an IT analyst role, ideally within a Contact Centre environment
• Worked in a variety of team structures and environments
• The team supports the following technologies and working knowledge of these is beneficial. Training will be provided.
• RemedyForce
• PC / Windows
• Microsoft Office 365
• Active Directory
• Mac OS X, IPhones and IPads
• Outlook, Email, Calendars
• SAP
• Printers & Scanners
• Audio Visual (AV)
• Citrix
• VPN

Skills

• Excellent verbal and written communication skills
• Organised and able to multi task
• Strong problem solving experience
• Expert in dealing with customers via phone, web and email dialogue and strive to exceed expectations
• Fluent in Korean, not necessarily be native, but has to be well in written and spoken is a MUST.
• As current temp is mandarin speaker, ideal candidate would be knowledgeable on the Mandarin
• This candidate is supporting globally including US, UK, expecting a 9 hours shift between 7am to 7pm, 5 days a week including Sat and Sun
• IT knowledge is not critical, but it’s a plus.
• Living location is important as this position is shift required.
• Customer services skills are very important.