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IT Specialist

Richmond, British Columbia IT & Digital Solutions Full Time

Job description

WHAT YOU'LL NEED TO HAVE

You Have/Are • Knowledge of IT service management, processes and toolsets, procedures and guidelines. • Ability to be an IT ambassador in IKEA stores, distribution centers and trading offices by guiding end users and adapting communication to different situations and persons in a simple and user-friendly way, thereby simplifying perceived complexity and structure of IT. • Ability to share information, knowledge and experience with colleagues. • Ability to act with a holistic/global view when representing IT or the end user in different forums Cross-functional IT knowledge of IKEA retailing, distribution and trading. • Knowledge of local (country) business functions, systems, processes and regulations, and an understanding of business impact upon service requests and incidents. • Knowledge of project and change management. • Fluent in English (written and verbal). • Take initiatives that lead and inspire a team to attain common goals and targets. • Act in a service-minded and professional way that puts the end users’ needs and IKEA business operations in focus. • Understand and be able to communicate the strategic goals and how they affect our daily work. • Interested in large-scale retailing and meeting the customer. • Deliver outstanding IT support and solve problems in a seamless chain together with IT delivery. • Take personal leadership, learn on the job and keep competence up to date. • Identify and propose improvements to IT processes. • Ability to lift 50 lbs (25 kg), fit for physical work such as pushing, pulling, lifting, bending, standing and walking for the majority of your shift Your Availability & Work Week • Must be available to work days, evenings, and weekends (open availability)

YOUR RESPONSIBILITIES

To provide professional onsite IT support with a high service level to different IKEA units as defined in the Service Level Agreements. Be part of the country regional team with responsibility for specific units within a region, including supporting other units and projects within the country when required. Secure the support for a number of IKEA IT systems (local solutions) and ensure the knowledge is kept professionally up-to-date about advances in technology. Be part of a global organization with global routines and that guidelines and tools are used correctly within each business unit. Your Assignment • Analyze, resolve and document onsite support cases in close co-operation with the help desk in an efficient and professional manner. • Perform and manage planned activities, such as IT installations, upgrades, local rebuilds and maintenance activities. • Take necessary decisions and actions to solve issues, as well as prioritize issues according to business needs, and know when and how to escalate an issue in the support chain. • Contribute to the local organization's IT budget process when required Perform all daily tasks according to set procedures, rules and guidelines. • Provide technical training to end users. • Act as an ambassador for IKEA IT in the country. • Maintain and ensure continuous uptime of the onsite IT infrastructure. • Participate as a resource in projects. • Respond to IT emergency situations in the country.