IT Service Desk Analyst

Permanent @Garniche Jobs UK in IT
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Job Detail

  • Job ID 332588

Job Description

We have recently announced the creation of Pilgrim’s Shared Services, a fourth stand-alone company, which will bring together some of the support functions of our current three businesses (Moy Park, excluding France and Netherlands, Pilgrim’s UK & Pilgrim’s Food Masters). Its purpose is to deliver a high-quality shared service to those three businesses.

As the business grows, this shared service will broaden opportunities for career development as part of a far larger organisation. We will also continue our investment in technology to drive efficiencies and improved ways of working.

The Shared Services company includes a dedicated 24/7 European Service Desk function, whose core responsibility is to drive positive business transformation across the business. Reporting to the Service Desk Manager, we are pleased to advise that we are now recruiting for an IT Service Desk Analyst.

The Role

As part of the 24/7 European IT Service Desk team you will be working across a broad range of technologies and liaising with multiple areas of the business to support our european environment. Customer service will be your passion with hunger for learning and personal development. This role will be part of the newly created IT Infrastructure and Operations team, within the Pilgrims Shared Services Centre. As a Service Desk Analyst you will be supporting your colleagues in the delivery of exemplary customer service and management of incidents and service requests.  You will be responsible for  customer support and incident response.  You will follow approved processes including incident management and request fulfilment to ensure a high level of customer service.

Job Responsibilities

A technologist at heart with a passion for excellent customer service
Ensure all incidents and requests (telephone, email, self-service and walk-ups) are handled and progressed within Service Level Agreements
Actively manage the Service Desk Queue
Ensure incidents are categorised, updated and assigned correctly
Ensure Major incident Management process is invoked promptly for high priority incidents
Manage VIP incidents / requests
Identify and implement Service improvements for the Service Desk
Manage and populate the Service Desk knowledgebase in collaboration with other IT support teams
To provide technical guidance to colleagues at all levels
Providing an efficient, personalised support service to our business users.
Ensuring that work is correctly prioritised and actioned to meet fixed business service levels agreements and deadlines.
Action tickets promptly, in a professional service led manner.
Wherever possible resolving and closing tickets at the first point of contact.
Able to remain calm, focussed and professional.
What You'll Need

Aligned to the company’s core values and competency
Experience in a customer support role in a medium to large organisation, with technical support responsibility.
Strong customer service and excellent communication skills
Experienced in incident impact analysis.
Analytically minded and ability to solve problems
Flexible approach to work and positive attitude to work
Team Player
Why Join Pilgrim’s Shared Service?

Our values are at the heart of our business and drive everything we do. Availability is key as we are receptive and open and prepared to take on new challenges. Humility is important to us as we listen and respect each other and value opinions of others. Discipline is vital to fulfil commitment internally and externally. We need to be truthful to each other and respectful of other opinions, so Sincerity drives us. At Pilgrim’s we focus on what’s practical and important so through Simplicity, Ownership and Determination brings success. All these core values culminate into our vision which is: To be the best and most respected company in our industry, creating the opportunity of a better future for our team members.

Pilgrim’s Shared Services is an Equal Opportunities Employer.  Consistent with our policy of providing equality of opportunity for all, we are required to seek particular information from applicants.  As part of your application you will be asked to answer a short number of questions.  This information will be held separate to your application and treated in the strictest of confidence