- Technical problem solving for the Yeo Valley business across all aspects of IT Hardware, software, infrastructure and applications. Demonstrate technical problem solving techniques and methods.
- Work as part of a team being the first point of contact to the business for IT and Business Systems receiving, logging and triaging calls.
- Find and implement practical solutions to reduce repetitive issues for the business and provide longer term proactive solutions to manage call volume and better support the operation.
- Support with the prioritisation, management and resolution of Incident and Request tickets through their lifecycle within SLA / KPI.
- Working with the IT Infrastructure Manager in the preparation, maintaining and managing the Service Desk components of the IT Budget and ordering of IT equipment.
- Act as a secondary escalation point of contact for the IT Service Team escalating to 3rd line support teams as required.
- Carry out regular preventative maintenance tasks to ensure the high availability and reliability of IT systems.
- Build workstations, install software, administer Active Directory, Email and carry out department administrative tasks as needed.
- Identify, develop and review technical support documentation covering IT Service procedures, common faults and best practices.Use your experience to improve ways of working, processes, ticket handling processes in order to improve service levels and customer satisfaction
- Represent IT Service as part of the Change Management and Major Incident Management governance framework.
- Identify and outline service improvement opportunities across Yeo Valley IT Systems and processes.
- Support the development and improvement of the ITSM Tool, SysAid.
- Understand the requirements of stakeholders, perform initial solution review, and when required, outline and deliver recommendations.
- Manage IT assets in accordance to the Asset Management policy.
- Adhere to Yeo Valleys chosen IT Cyber Security and governance strategy.
- Provide out of hours support on a rotating basis as per the IT out-of-hours policy.
- Seek further training and instruction and aim to constantly improve own performance.
- Maintain confidentiality of Yeo Valley intellectual property.
- competitive holiday allowance
- non-contributory pension scheme
- annual bonus (as part of the Employee Benefit Trust, based on company performance for the year)
- life cover
- healthcare cash back plan
- cycle to work scheme
- subsidised Yeo Valley products and services
- preferential rates with our partners
- learning and development opportunities; we're committed to ensuring all of our employees have the chance to grow
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IT Senior Support Analyst - Highbridge, United Kingdom - Yeo Valley
Description
So, what will I be doing?
Provide high levels of IT service within Yeo Valley as a senior member of the IT Service Desk Team. You will assist in supporting the IT Service Team Support Analysts whilst demonstrating a commitment to service level achievement, continuous service improvements and best practice across delivered IT services.
Your responsibilities:+
Sounds interesting, what do I need?
The Important Things3 Years experience working within an IT Support environment.
Experience of working and configuring an ITSM tool.
Experience of IT Asset Management.
Competent with managing Windows Operating Systems and Office.
Positive, proactive and methodical approach to problem solving.
Excellent communication skills.
Full driving license
Desirable:
Knowledge of SysAid ITSM.
Understanding of core networking – TCP/IP, VLANs, etc.
Administering Active Directory, Group Policy, Office 365, Azure AD, SCCM
PowerShell or other scripting languages.
Systems Architecture
Level 2
Knowledge of the system architectural model and the behavior and structure of system components and sub-systems that work together to implement the overall solution.
Business Analysis
Level 2
Translate internal Stakeholders' requirements and Technology requirements into a strategic Application portfolio plan and manage the plan accordingly.
Business Intelligence
Level 1
Knowledge of the data lifecycle from collection through process engineering, through to the analysis of data sets leading to the publication of information and aiding business stake holders to derive insight and potential trends.
IT Security
Level 2
An understanding of IT security challenges and risks, and knowledge of IT security technologies and techniques to mitigate risks. Types of security include data security, application security, information security and infrastructure security.
Effective Governance
Level 2
Effectively manages projects and programmes incl. processes, customs and policies that affect these. Manages the relationships between stakeholders and the company goals.
Service and Supplier Management
Level 3
The ability to provide high quality Service Management that aligns the delivery of IS services with the needs of the business, through high-quality products services and the management of external vendors/services as part of the delivery framework.Why should I join the family?
We're independent, British and proud to be making the highest quality yogurts, desserts and ice cream under the Yeo Valley brand and for many of the UK's major retailers. Operating from four dairies and two logistics centres in Somerset and Devon, we employ over 1700 staff and produce more than 25% of the UK's packaged yogurt.
We're sure you don't need convincing, but there's a whole host of benefits that we offer including:
