Hybrid IT Service Desk Analyst

at Premier Foods

• Job title: IT Service Desk Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Winchester, United Kingdom

About the role

• Provide first-line IT support to approximately 4,000 colleagues at Premier Foods in Winchester. Engaging through various channels and ensuring high-quality service and incident resolution.

Responsibilities

• Provide first-line IT support to our internal user base of approximately 4,000 colleagues
• Handle contacts from colleagues through various channels, including telephone, IT portal, chatbot, and instant messaging
• Own incidents and service requests from creation to resolution
• Ensure KPIs are achieved
• Act as the primary point of contact for all IT Teams, Support Partners, and end users for escalations
• Provide 1st line technical support to our internal colleagues via telephone, chat, and IT Portal
• Ensure all tickets are logged, prioritised, and resolved within SLA
• Handle all queries professionally and efficiently, maintaining a high degree of customer service
• Provide technical hardware and application support
• Escalate tickets to the relevant person when required
• Ensure out-of-date knowledge documentation is promptly brought to the attention of the Knowledge and Digital Analyst
• Maintain user security on all systems
• Maintain and update the IT Status Page to ensure accurate and timely information is available for all users
• Responsible for sending out communications as directed during High Priority Incidents
• Manage assigned workload and handle multiple work streams to meet agreed deadlines
• Proactively identify and plan service improvement initiatives
• Build working relationships with internal IT colleagues to aid personal development and collaboration

Requirements

• Proven excellent customer service skills
• Strong interest in IT
• A proactive attitude to work and a willingness to learn new skills
• Adaptable and operates with integrity
• Eye for detail
• 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

Benefits

• Competitive salary
• Car Allowance
• Bonus
• Up to 7.5% pension
• Life assurance
• Wide range of online and in-house training
• Access to an employee discount scheme, with access to hundreds of nationwide retailers