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Job Overview

• Contribute to an environment that encourages positive communication and a sense of community to drive teamwork and collaboration across all teams.
• Perform 1st and 2nd line support, escalating to 3rd line as required.
• Recording & resolving all incidents to the customer’s satisfaction, using approved methods, tools, and procedures and in accordance with published KPI’s and internal SLA’s.
• Identification of common and recurring Service Desk issues and implementation of solutions.
• Input into a robust technical knowledge database that includes escalation paths, guides to temporary fixes, solutions, and workarounds for known errors or problems & system procedures.
• Creation of user self-service training guides and internal documentation.
• Establish, maintain, improve, and maximise working relationships with key external partners/suppliers and internal resolver groups that provide support services. Work collaboratively with these parties on joint programmes to deliver services fit-for-purpose and that add added-value to the business.
• Administration of user accounts and security within an Active Direction/Azure/M365 environment and within all business systems.
• Management, support, and installation of the company’s user-based IT services including all desktop hardware and software: computing devices, applications, printers, scanners, phones (including mobiles) and all associated peripherals.
• Undertake project work as agreed with the Desktop Services Team Leader.
• Participation in the on-call rota, if required.
• Occasional travel to remote company sites.
• Any other reasonable duties which may be required by management from time to time.

• At least 2 years recent relevant experience in a busy IT Service Desk role
• Experience of installing, configuring, and troubleshooting user hardware and software issues
• Experience in managing user setup in an Active Directory/Azure/M365 tenant environment
• Experience of working with 3rd party vendors
• Excellent analytical and problem-solving skills
• Ability to work on own initiative and manage own time effectively
• Strong planning and organisational skills
• Aptitude and willingness to rapidly learn new technologies

• Experience of working in an IT team in a FMCG company
• Experience of creating and delivering training to end users
• Experience working with cloud-based telephony systems, namely Avaya

Experience:

• Desktop Support: 2 years (preferred)

Work authorisation:

• United Kingdom (required)

Application deadline: 02/10/2024