IT Service Desk Analyst

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Date: 5 Feb 2026

Location: Winchester, GB

Based - Winchester, SO23 8SR
(hybrid working structure spending 50% of time in the office)

Permanent

Purpose

As a member of the IT Service Centre team, this role provides first-line IT support to our internal user base of approximately 4,000 colleagues. You will handle contacts from colleagues through various channels, including telephone, IT portal, chatbot, and instant messaging, addressing IT-related issues and requests. As the front line for IT support, you will be dedicated to delivering best-in-class service to our internal customers.

This is a fantastic opportunity to be part of a team that is transforming the way IT support is delivered, with a modern focus on User Experience. You will....

• Own incidents and service requests from creation to resolution.
• Ensure KPIs are achieved.
• Act as the primary point of contact for all IT Teams, Support Partners, and end users for escalations.
• Provide 1st line technical support to our internal colleagues via telephone, chat, and IT Portal.
• Ensure all tickets are logged, prioritised, and resolved within SLA.
• Handle all queries professionally and efficiently, maintaining a high degree of customer service.
• Provide technical hardware and application support.
• Escalate tickets to the relevant person when required.
• Ensure out-of-date knowledge documentation is promptly brought to the attention of the Knowledge and Digital Analyst, and take ownership of improvements where necessary.
• Maintain user security on all systems.
• Maintain and update the IT Status Page to ensure accurate and timely information is available for all users.
• Responsible for sending out communications as directed during High Priority Incidents
• Manage assigned workload and handle multiple work streams to meet agreed deadlines.
• Proactively identify and plan service improvement initiatives.
• Build working relationships with internal IT colleagues to aid personal development and collaboration.

• Strong interest in IT.
• A proactive attitude to work and a willingness to learn new skills.
• Adaptable and operates with integrity.
• Organised, diligent, with a strong work ethic.
• Cool head in a crisis, able to juggle multiple priorities.
• Task-focused with a drive for quality and excellence.
• Ability to work well as part of a team as well as independently, using your own initiative.
• Excellent communication skills, both written and verbal.
• 1 or more years’ experience in an IT support role.

• Bonus
• Up to 7.5% pension
• Life assurance
• Wide range of online and in-house training
• Access to an employee discount scheme, with access to hundreds of nationwide retailers

Click apply, submitting an up-to-date CV tailored to this opportunity. We look forward to hearing from you.

At Premier foods we believe in inclusion, authenticity and individuality. We aim to ensure all existing and future colleagues are given equitable opportunities and are respected, valued and encouraged to bring their true authentic selves to work no matter who they are, what they look like, who they love or what they believe in. Our culture is one where everyone is welcome.

We re proud to be a Disability Smart employer and are committed to supporting disability inclusion throughout our recruitment process. If you experience any access issues or require reasonable adjustments at any stage, please let us know so we can ensure you have the support you need.