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Service Desk Analyst Part Time 3 Days a Week

AB Agri Limited
Job LocationPeterborough
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time or part-time

Job Description

The Role & Key Responsibilities Job Title:Service Desk Analyst (Part time - 3 days per week)Location: Hybrid - Peterborough, UK - average 1 day per week in the officeDo you have some IT Support Desk experience or an interest in this type of role with a similar background and a passion for IT This is a great part time opportunity to work with a growing and successful global brand . If you are customer service focusedand enjoy problem solving working with a broad range of customer, this would be your ideal next role!We are investing in our team and looking for a number of people to join us to allow for further progression and development whilst improving our service to our customers. In this role, you will be the first line point of contact for our global customersin multiple business units and will manage, resolve and escalate queries and tickets via multiple channels including phone, email, chat and self-servicefunctions.If you enjoy helping people and you have good communication and customer service skills to sometimes ask probing questions to different types of people across the group, to accurately log the details of the customers enquiry andmake decisions on the rightpath to resolve it either as a first time fix or assigning it to 2nd or 3rd party specialist teams.There is a focus as a team on quality resolution rather than quantity, taking the time to deliver quality service and resolve the root cause of the issue. Excellent training is on offer for this role, so dont feel you need to tick every box on the requirements,the main focus is you are great at customer service with an interest in technology. What youll be doing;

  • Act as a single point of contact for all IT issues and queries, troubleshooting tickets raised
  • Using appropriate technology and knowledge to diagnose issues
  • Act in a value add mindset for all queries from our customers
  • Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues
  • Ensure all relevant information is stored in our ITSM tool
  • Provide timely and accurate updates to all tickets
  • Support the Team Leaders with training of new staff
  • Alert line management to any trends in customer queries
What youll bring;
  • Highly customer focused with a passion for IT
  • Ideally previous IT support desk experience, but flexible if you have the right skills
  • Ability to work in a faced paced environment
  • Ability to work with a logical, fault-finding approach to problem resolution
  • Ability to work as part of a team and individually
  • Basic network troubleshooting skills would beadvantageous
  • Intermediate pc troubleshooting skills would beadvantageous
  • ITIL foundation or experience of working in an ITIL environment would be beneficial
This is a great opportunity to join a growing, diverse and supportive team where no day will be the same. You will be provided with the chance to learn, develop and progress across the ABF SSC in the future - this role is often seen as a spring board intoa tech career with our group with lots of training and opportunities on offer.Hours of Work We are looking for someone to work for 3 days per week Wednesday to Friday. Ideal start times would be 7am, 8am or 9.30am but reach out to us on your requirements as there is an element of flexibility regarding this. About The CompanyAssociated British Foods IT Shared Service Centre are continually reviewing ourbenefits to make ensure our staff feel rewarded…Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world’s second-largest producer of both sugar and baker’s yeast and our grocery brands occupy leading positions across theglobe meaning that, in the UK, nine out of ten households use our brands.At the Associated British Foods IT Shared Service Centre (ABF IT SSC) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we’re looking for people who are eager to join us in supporting and delivering this vision.We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.
  • AB Foods IT Shared Service match up to 10% pension (contributory)
  • Up to 10% Bonus
  • Opportunity to buy up to 5 days holiday per calendar year
  • Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
  • 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary
We’re looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.All recruitment activities into our ABF IT SSC are supported by our AB Agri business.Making your applicationReady to apply Great! Simply register your details and upload your CV via our careers website – it usually takes just a few minutes. Please do not delay making your application. In the event of a high candidate response to this vacancy we may close theapplication period before the date shown and without notice.So that we can support you to perform at your best, please let us know of any adjustments that may be required throughout the recruitment process by emailing [emailprotected] As part of your application, we ask you to answer some equal opportunities questions that help us to monitor

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