IT Support Specialist

Tech & Innovation

IT Support Specialist

We are on the journey to transform our digital capabilities, bringing core business processes, people, data & technology together - an enabler for IKEA to become an even better home furnishing retailer in the future. A journey that needs passionate people who embrace change, dare to question and want to make a difference. If that sounds like you, come and join us. Together we can do great things! 

About the area

Operations Management works together with operations teams across Inter IKEA to lead and develop the overall IKEA operating model, and to enable strategic movements towards IKEA goals. It includes teams for business insights, capability and process development, strategy and roadmap, data, and technology. 

About the job

Service Management & Operations (SM&O) focus on ensuring that IT and digital operations runs efficiently and effective. The role sits in IT On-Site Support team which is part of Service Management & Operations.
In this role, you will provide and deliver user centric and service minded support to users through existing and new support channels. Your focus will be to solve end users IT related matters. The role also involves working with IT infrastructure topics and teams in adherence to processes, routines & methods for projects/activities and running services.

SM&O assignment is to enable business movements by leading and establishing service management and operations practices, technology, and capabilities within the following:

• Provide reliable and fit for purpose service management and operations to enhance and enable great user experience for co-workers.
• Lead and establish practices, platforms and tools for service management and operations to enable business movements
• Support and enable services across multiple related digital products and platforms across Inter IKEA Group

About you

You have experience providing support to end user, IT Operations and have a strong background in Service Management.

You are inspired by the possibilities and opportunities of what Digital & IT brings, to enable, to transform and to break new grounds. You are serviced minded and commit to users with energy to champion their needs. You are driven by long term partnerships and teamwork to achieve common goals and making a difference for users. Above all, if solving problems gives you energy.

What’s more, we believe that you have the following knowledge, capabilities and motivation:

• Good knowledge and understanding providing user centric support services for all IT related services including Workplace solutions, Cyber security, Risk and Data Privacy (GDPR).
• Good knowledge and understanding hands on support for IT Infrastructure components (On-premise) not limited to servers, connectivity, standards, IT Facilities (PDU, UPS, Cooling etc.) and overall life cycle management.
• Good knowledge of IT industry and best practices (ITIL), Service Management Platforms (Preferably ServiceNow) and Service Management processes.
• A team player with ability to build strong relationships and long-term partnerships with own team, users and business partners at all levels.
• Experience in planning, follow-up and communication of IT On-Site support related activities to internal and external stakeholders to ensure availability, capacity and business continuity.
• Good communicator both written and verbal skills and the ability to translate IT language into simple and general understanding towards the end users.
• Ability to judge and dare to take decision and action based on business needs and impact such handling high priority and business critical incidents.
• Good experience working in Agile/DevOps principles and scrum methodology
• Good understanding of IT retail solution support (e.g. Payment/POS solutions) and associated business impact.
• Good knowledge and understanding of Audio-visual equipment (Meeting room solutions), Microsoft Products (Windows, O365 Administration, Azure Active directory (AAD), Microsoft deployment tools (SCCM & Intune), Mobile Device Management (MDM), Apple Products (IOS, Macs, iPhones).

To be successful in the role, the following knowledge, skills, and experiences would be valuable:

• Minimum of at least 5 years of experience working with same or similar topics.
• Strong experience providing IT On-site support and supporting IT infrastructure and facilities services
• Strong desire to lead and work together with cross functional teams and manage the day-to-day IT operations
• Ability to build trusting relationships and long-term partnerships with stakeholders at all levels
• Strong team player with the ability to work under in a constantly changing environment
• Communicative and fluent in written and spoken English.

At IKEA, we are looking for people who believe everyone deserves a seat at the table. You’re welcome no matter where you come from, what you believe, and what you look like. We don’t even care how you have furnished your home. We’re interested in you simply because you’re you. Even if your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. We believe that people’s different perspectives, backgrounds, and personalities make us better at understanding our customers dreams and needs. At IKEA, we’re all on the same project.

More Information

This role is full-time (40 hours per week) and based in Delft, Netherlands. This role sits in the IT On-Site Support team and reports to IT On-Site Support Manager.

If you have questions regarding the recruitment process, please contact Recruiter, Sarah Arshad (sarah.arshad@inter.IKEA.com)