Burberry Hiring for Executive IT Support Technician Job at London, England Full Time

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

The Lead IT Support Technician will lead a team of IT Support Technicians and ensure that they provide outstanding technical support, customer service, incident resolution and request fulfilment to Burberry end users in retail stores, offices and supply chain locations. The Lead IT Support Technician will collaborate with IT and business functional stakeholders to determine internal SLAs and to determine paths of incident and problem escalation. Lastly, the Lead IT Support Technician will establish the processes and standards for the team to deliver the agreed service levels.

RESPONSIBILITIES

• Responsible for resolving all IT support related queries for our Executive community based in Horseferry House London
• Act as a ambassador/business partner for IT with the Executive
• Understand ways of working and requirements of each executive member
• Capture all requirements and build into an annual executive improvement plan and roadmap
• Build a budget to run and improve the executive service
• Ensure all executive requirements for other areas of IT are fed into IT roadmaps and tracked
• Recognised by the exec as an enabler
• Implement smarter working to the executive ways of working
• Plan and manage all executive meetings and events to ensure technology works as expected
• Manage all Major Incidents for the exec working in collaboration with the exec team

PERSONAL PROFILE

Experience

• Microsoft OS MCP: Ability to provide Windows specialist support remotely and onsite, Industry recognised certification preferable

• Microsoft Collaboration MCP: Ability to provide specialist support for collaboration software, Industry recognised certification preferable

• Mac Hardware / Software: 3+ Years of experience

• End User device / Computing: 3+ Years of experience

• IT Support: 5+ Years of experience

Behaviours

• Put customers first

• Be bold and open to new ideas

• Be one team

• Be accountable and responsive

Skills

• Customer Service: Possess a customer-first mentality to encourage collaboration and quick resolution of incidents

• Determination: To get to a solution on every incident, request and challenge

• Communication: To be able to effectively communication across all levels of our organisation