IT Service Desk Analyst

Company description:

Premier Foods is one of Britain’s biggest listed food companies, employing over 4,000 colleagues at 13 manufacturing sites and offices up and down the country. Many of our brands have been part of UK life for more than a century and you’ll find them in 94% of British households.

At Premier foods we believe in inclusion, authenticity and individuality. We aim to ensure all existing and potential colleagues are given equitable opportunities and are respected, valued and encouraged to bring their true authentic selves to work no matter who they are, what they look like, who they love or what they believe in. Our culture is one where everyone is welcome.

Job description:

As our next IT Service Desk Analyst, you'll be responsible for owning incidents and service requests from creation to resolution. As a member of the IT Service Centre team, this role provides first-line IT support to our internal user base of approximately 4,000 colleagues. You will handle contacts from colleagues through various channels, including telephone, IT portal, chatbot, and instant messaging, addressing IT-related issues and requests. As the front line for IT support, you will be dedicated to delivering best-in-class service to our internal customers.

Your role is to ensure KPIs are achieved and to act as the primary point of contact for all IT Teams, Support Partners, and end users for escalations. Your day to day activities will include providing 1st line support to our internal colleagues via telephone, chat, and IT Portal, logging, prioritising, and resolving all tickets within SLA, handling queries professionally and efficiently, and providing technical hardware and application support.

You will be instrumental in maintaining user security on all systems and updating the IT Status Page to provide accurate and timely information for all users. Your remit will also involve escalating tickets when required, promptly bringing out-of-date knowledge documentation to the attention of the Knowledge and Digital Analyst, and sending out communications as directed during High Priority Incidents.

ESSENTIAL

• Proven excellent customer service skills

• A proactive attitude to work and a willingness to learn new skills.

• Adaptable and operates with integrity.

• Strong Interest in IT

• Organised, diligent, with a strong work ethic.

• Cool head in a crisis, able to juggle multiple priorities.

• Task-focused with a drive for quality and excellence.

• Ability to work well as part of a team as well as independently, using your own initiative.

• Excellent communication skills, both written and verbal.

1 or more years’ experience in an IT support role.

DESIRABLE

• Working knowledge of IT technologies such as Amazon Web Services (AWS), Microsoft Windows 10, Office 365, Citrix.

• ITIL v4 Foundation certification.

• CompTIA A+ certification.

• Understanding of IT Service fundamentals, including Incident, Request, and Problem Management.

• Valid driving licence.

• Company Pension
• Hybrid working
• The Hamper - our employee discount platform
• Flexible Working