[ref. v59078417] Service Desk Analyst - Failsworth
About Our Client
My client is a leading European company specialising in providing essential products to households and businesses across the globe. With a workforce of 3,000+ employees globally, they operate in multiple international locations, supporting strong growth and sustainability initiatives.
This FMCG business is on track for long-term expansion, aiming to reach a billion in revenue in the next 5 years. Supplying the top grocery retailers, they have built a reputation for delivering high-quality, value-driven solutions while prioritising environmental responsibility.As they continue to grow, they are seeking skilled professionals to help them drive innovation and strengthen their market leadership.
Job Description
Join a dynamic team and provide crucial IT support to users across various sites globally, ensuring high-quality service and technical excellence. Key Responsibilities:
- Serve as the first point of contact for IT-related incidents and service requests via phone or self-service portal.
- Provide 1st and 2nd level support, troubleshooting and resolving issues for both on-site and hybrid users.
- Ensure all incidents and requests are handled within Service Level Agreements (SLAs).
- Maintain and update the Knowledge Base with first-time fixes, creating clear FAQs and self-help documentation.
- Escalate unresolved issues to 3rd level support, documenting all troubleshooting steps.
- Communicate IT service updates, outages, and project news to users effectively.
- Investigate recurring issues, contributing to the Problem Management process.
- Collaborate with third-party vendors to procure hardware and software as needed.
Mobile Device Management/ Deployment / Asset Management / Troubleshooting / Project Work / Customer Focused / 1st/2nd Line Support / ITIL Methodology
The Successful Applicant
A successful Service Desk Analyst should have:
- Proficiency with the Microsoft Suite inclusive of O365 support.
- Experience with SCCM for managing systems and updates.
- Strong knowledge of Active Directory, Azure AD, User Access Management, and permissions management.
- Experience with Teams and SharePoint Online for collaboration tools.
- Ability to perform daily system health checks.
- Exchange Online administration experience.
- Experience in configuring and installing hardware and software (laptops, PCs, mobile phones, printer support).
- The confidence to provide hands-on, remote and on-site IT support.
Desirable Requirements:
- Awareness or experience with SAP.
- Knowledge of cyber security best practices.
- Familiarity with Mimecast for email management and security.
- Experience delivering user training on IT systems.
- A competitive salary range of £26,500 - £30,000 per annum.
- This role is an Onsite 5 days opportunity.
- An inclusive and supportive company culture with a team that will promote your success.
- Generous holiday leave (28 days + bank holidays)
- Opportunities for professional development and career advancement.
- An exciting role within the thriving global FMCG company near Failsworth.
We encourage every Service Desk Analyst with the relevant experience to apply!