• Take ownership and provide seamless support to end-users by considering all support needs, coming in through the different support channels • Register, analyse, prioritise, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality • Perform all daily tasks in accordance with set processes, rules and guidelines and share important information and knowledge with colleagues, in order to ensure standardisation • Monitor, follow up and communicate with end-users about the progress of their ongoing case, escalate the case if needed and secure end-users are continuously updated • Collect and share user feedback with relevant teams in Group Digital, being the voice of the users • Promote and be the ambassador of the support organisation’s assignment and goals by being involved in cross functional work to ensure an affordable IKEA • Prioritise and work with incoming issues ensuring they meet the defined agreements, KPIs and OKRs, as well as securing compliance towards legislations, policies and other requirements • Apply and adhere to good practices within an agile/iterative development approach in order to improve time to market • Contribute with input in exploring and evaluating new technologies in order to boost innovation and productivity for optimisation/modifications of the support
Provide professional and service minded support to Ingka and Inter-IKEA Systems based on defined agreements, being the obvious choice when it comes to first level support needs.
Fulfil the support needs of co-workers in a timely and seamless way, being the single point of contact for all general digital related questions and issues.
We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.