长沙招聘

Job Title: IT Service Desk Analyst
Reports to: Eric Julliard
Department: Global IT
Division: Global
Location: Shanghai

Overall Purpose

? Be the public face of IT and provide impeccable customer service to Burberry employees
? Provide technical assistance to users who contact the Service Desk and endeavour to resolve their issue over the phone
? Support the general running of the Service Desk by strong teamwork and following procedures
? Provide service as part of the Global Service Desk in Mandarin, Cantonese and English

Key Responsibilities

1. To answer all calls received by the Service Desk and provide first level technical support to end users. Ensuring that all calls are logged and regularly updated;
2. To balance dealing with new support calls that come in via the phone, along with incidents that are assigned to the Service Desk support queue;
3. To escalate incidents to the 2nd line teams and monitor the resolution of these calls, keeping customers regularly updated on the progress, through to incident resolution and confirmation of incident closure;
4. Develop a strong understanding and technical knowledge of bespoke Burberry applications.
5. Assist in the development and maintenance of manuals, procedures and other documentation required for the effective operation of the business where necessary;
6. Ensure that issues and/or concerns of clients are escalated to the End User Support & Admin Manager;
7. To ensure that client satisfaction is maintained at a high level, and adhere to any time frames and service level agreements agreed by means of interacting with the business to ascertain their needs and expectations;
8. Undertake specific tasks and one off projects for the End User Support & Admin Manager;
9. Outside normal office hours and otherwise when requested, to respond to all operational support incidents and service requests, ensuring that the details are properly recorded and acted upon and/or referred to the appropriate technical support staff;
10. To work shifts as required by the business (include working regular weekends with time off in lieu during the week).

Requirement:

? A minimum of 5 GCSE's or equivalent
? 2 'A' Levels
? Knowledge of ticketing software/concept, Outlook, MS Office. General understanding of IT
? Excellent communication skills
? Strong customer service awareness
? Able to liaise with both internal and external service functions
? A self starter with the ability to work on their own initiative

Burberry is a luxury brand with a distinctive British sensibility, strong international recognition and differentiating brand values that resonate across a multi-generational and dual-gender audience. The Company designs and sources apparel and accessories distributing through a diversified network of retail, wholesale and licensing channels worldwide. Since its founding in England in 1856, Burberry has been synonymous with quality, innovation and style. Now 150 years later, Burberry is writing another exciting chapter in its history. A dynamic, fast-pace, changing and evolving work environment are part of the Company as it continues to define new opportunities for growth and development in a demanding luxury arena.

Burberry是一个在多年龄层次和不同性别的受众中，具有显著英伦特色，全球享誉和独特品牌价值的国际化奢侈品牌。公司成立于1856年，总部设在伦敦，并在伦敦证券交易所上市。