Service Desk Analyst (Part Time - 2 Days a Week

The Role & Key Responsibilities

Job Title:

Service Desk Analyst

Location:

Peterborough

Contract:

Part time (2 days per week)

We are searching for a passionate IT professional to join our thriving service desk and support team here at ABF.

The chosen candidate will offer effective IT support services, and act as a point of contact for all IT issues and queries for multiple business units and customers across the ABF portfolio.

• Act as a single point of contact for all IT issues and queries.
• Receive and log all customer contacts via multiple channels (phone, email, chat, self service).
• Troubleshoot tickets and make accurate decisions on the right path for resolution of the customer enquiry.
• Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.
• Ensure all relevant information is clearly recorded in the ITSM tool.
• Provide timely and accurate updates to tickets.
• Where required ensure the timely escalation of complaints to the appropriate level.
• Continuously maintain a high standard of customer service.
• Create and publish support documentation and knowledge information and support the Team Leader in training of new staff.
• Alert the line management to identify trends in customer issues or queries.

• A highly customer focused individual that proactively raises the profile of IT and BTS within the customer environment they support.
• A customer-centric approach paired with enthusiastic interest in IT.
• Enthusiastic contributor who excels in lively and high-tempo environments.
• Advanced written and oral communication skills.
• Proficiency in methodical troubleshooting and resolving issues effectively.
• Ability to both work as part of a team, and to carry out tasks with minimum of supervision.
• A general understanding of PC architecture
• Experience with desktop and server operating systems
• Basic network and server troubleshooting skills.
• PC troubleshooting skills.
• Intermediate understanding of Microsoft Productivity tools (Office 365, Teams etc).

Peterborough, Lynchwood Business Park. The office has recently been renovated and along with a modern work environment, has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture.

Associated British Foods Business Technology Services are continuously reviewing our benefits to 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 the globe meaning that, in the UK, nine out of ten households use our brands.

Associated British Foods Business Technology Services (BTS) 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 23 countries 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 BTS 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, Silver spoon, 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 BTS team are supported by our AB Agri business.

As part of your application, we ask you to answer some equal opportunities questions that help us to monitor how inclusive our recruitment process is and identify areas we can improve. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions with no impact on your application.

ABF BTS recruitment is supported by our AB Agri group and we politely request no contact from recruitment agencies or media sales. We have a PSL and do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.