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Local IT Technician

Local IT Technician

292098

Bangalore

We are currently looking for a Local IT Technician to join our IKEA India team in Bangalore.  

PURPOSE OF FUNCTION:

  • To secure effective information technology (IT) that supports IKEA business processes by maintaining, developing and supporting reliable, robust and efficient IT solutions.

  • To be the local business partner responsible for IT issues and working as one seamless IT organisation with IT delivery and demand.

  • To ensure retail technology solutions are delivered to high standards to meet the needs of customers and co-workers in order to enhance the whole IKEA shopping experience.

  • Local IT contributes to the growth of IKEA retailers and improves the customer’s life at home.

    PURPOSE OF JOB:   

  • 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 organisation with global routines and that guidelines and tools are used correctly within each business unit.

     ASSIGNMENT:

  • Perform and manage planned activities, such as IT installations, upgrades, local rebuilds and maintenance activities.

  • Analyse, resolve and document onsite support cases in close co-operation with the SPOC in an efficient and professional manner.

  • 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.

  • Take necessary decisions and actions to solve issues, as well as prioritise issues according to business needs, and know when and how to escalate an issue in the support chain.

  • Respond to IT emergency situations in the country.

  • Contribute to the local organisation's IT budget process when required. Provide technical support for all communication related technologies

  • Maintain and control local IT Assets,

  • Prioritizing and managing escalated support calls.

    JOB SPECIFIC KNOWLEDGE:

  • Knowledge of the end user's needs, IKEA business processes and the super users of IKEA IT applications.

  • Knowledge of IT service management, processes and toolsets, procedures and guidelines.

  • Knowledge of IKEA IT policy and principles as well as information security and how to use them in the daily job tasks.

  • Knowledge of the IKEA IT system landscape (common and local) and how it works for the IKEA business.

  • Knowledge of the IKEA IT infrastructure standards and technical environment.

  • Knowledge of the IKEA IT organisation and its different roles IT steer/demand/delivery).

  • 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.

  • Interested in large-scale retailing and meeting the customer.

  • Deliver outstanding IT support and solve problems in a seamless chain together with IT delivery.

  • CAPABILITIES:

  • Ability to be an IT ambassador in IKEA stores, distribution centres 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.

  • Experience of working within IT.

  • Ability to communicate confidently and clearly in English.

  • Self-reliant and motivated with a proven ability to work as part of a team as well as independently.

  • 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.

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