IT Service Desk Analyst

Recruiter
Refresco
Location
Leicestershire, UK
Salary
Competitive
Posted
18 Oct 2019
Closes
04 Nov 2019
Ref
1152354881
Contract Type
Permanent
Hours
Full Time
Welcome to our world... Let's Go!
IT Service Desk Analyst
About the Role
Our IT Service Desk is the first and consistent point of contact for all IT related questions, issues and internal customer interactions. Contact can be initiated in many ways including email, phone and in person; therefore a focus on meeting customer expectations and satisfaction levels is key.
You will provide a broad support for incident resolution and requests reported to the IT Service Desk. Responsibilities include initial assessment, triage, research and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. KPI's focus on first time resolution (resolution without escalation) and fixes within 30 minutes.
Key Responsibilities
* To act as a single point of contact for phone calls and emails from IT customers regarding IT issues and queries.
* Receive, log and manage calls from IT customers via telephone, email, IT portal or text chat.
* First line support - troubleshooting of IT related Incidents and Problems across software and hardware on devices such as Smart Phones, Laptops, PCs and Printers.
* Escalate unresolved calls to the relevant 2nd line support teams.
* Log all calls in the Service Desk Logging system.
About You
You will have a strong working knowledge of PC's, Operating Systems, Printers, Networks and Telecomunications. You will have excellent communication skils and a good telephone manner, the ability to analyse, troubleshoot and spot trends. You will be a strong team player, and the ability to work on your own initiative. Ideally you will have experience of Oracle / SQL server database systems, antivirus and other security tools.
Salary & Benefits
The salary for this role is competitive. We also offer a good company pension scheme, as well as 2x basic salary life assurance plus 25 days holiday in addition to bank holidays.
Who are we?
Our drinks on every table. That's the Refresco vision. We're thirsty for more and growing fast which is why we recently invested £1.25 billion in expanding our global manufacturing footprint making us the largest independent bottler of soft drinks and fruit juices in the world. We currently produce 12 billion litres from 59 manufacturing plants in 12 countries and we're only just getting started...
Our UK Business unit has six manufacturing plants providing a great place to work for 1800 employees producing private label soft drinks and fruit juices for all the leading retailers including Tesco, ASDA, Morrison's, Sainsburys, ALDI and Lidl. We also manufacture for branded customers such as Innocent, Ocean Spray, Weetabix, Del Monte and Um Bongo. Whether it's packed in Cartons, PET, Aseptic PET or Cans, we ensure that our products are not only manufactured to the highest quality standards but they get where they need to be when they need to get there to meet the needs of our high profile customers

Similar jobs

Similar jobs