Service Desk Analyst - Part Time 22.5 hours per week
AG Barr, United Kingdom
Job Description
Job Title: Service Desk Analyst (22.5 hours per week)
Location: Middlebrook
This role is a 6 month FTC
We Are Barr - Are You?
We are about being brilliant. We are always learning. We are results driven and relationships matter to us.
AG Barr has been quenching the nation’s thirst for over 145 years and is home to some of the UK’s most loved drinks brands.
Employing over 1,000 people across four business units and ten UK locations, we are proud to be a responsible business that takes care of our people, values diversity, gives something back to our communities and works to minimise our environmental impact.
At our core is Barr Soft Drinks, home to some of the UK’s most loved soft drinks. Whether it’s the iconic IRN-BRU, launched in 1901 and still going strong today, the vibrant RUBICON fruit based brand or the unique range of BARR flavours, we brighten people’s lives with refreshingly different drinks.
And we’re growing, thanks to some exciting acquisitions in recent years, including the functional drinks brand Boost, FUNKIN which operates in the exciting and growing cocktail market and MOMA, which crafts quality oats into great tasting oat drinks and porridges.
There's never been a better time to join us!
What we’re looking for
The Service Desk Analyst will provide AG Barr IT users with a single point of contact to have I.T issues and requests resolved in a timely and effective manner and to ensure that there are effective monitoring and reporting processes in place to drive continuous improvement in I.T service and availability.
There has been significant growth in the use of technology across the business both in terms of the number of users and the number and type of devices and software used by a wider group of users.
Traditional Windows devices\software, our MFD fleet and IP Telephony (RingCentral) as well as Android smartphones and tablets and a growing estate of chrome devices including video conferencing. All staff have Google Workspace accounts and there is an increasing use of self-service applications to improve collaboration, remove paper and streamline business processes. It is essential that we ensure we provide excellent service for these assets and assist users in utilising them effectively.
The role is part of the Service team within IT that also includes the End User Computing and Asset Management teams.
Your responsibilities will include...
As a Service Desk Analyst your responsibilities will include;
Service Desk
Provide first line I.T support service
- logging, triage and managing incident calls through to completion either by resolving directly or assigning to the relevant internal or third party resolver group.
- managing service requests such as password resets, joiners\leavers process, new\replacement equipment requests
- communicating incident and I.T service status updates to users and wider business
- Contribute to the production of monthly I.T service KPIs
- Perform user satisfaction surveys
Middlebrook Site Support
- Provide direct support for key shared I.T services at Middlebrook (Printing, Meeting Room AV, WiFi, telephony, etc)
Asset Management
- Provide cover for I.T asset management processes
What you’ll bring...
The successful candidate will have;
- A degree within an IT related discipline or equivalent experience.
- Excellent verbal and written communication skills.
- Excellent customer service and training skills.
- Experience troubleshooting basic issues around networking (including wireless), software and printing.
- Experience in administering as a minimum, Active Directory and Windows (10 or above) in a business environment.
- Experience working with and troubleshooting Google Workspace in a business environment
- Experience in supporting mobile devices.
- The ability to safely carry out some limited manual handling.
Special Features
- Willingness to travel and work away from home on an ad hoc basis.
- Clean full driving licence
What we offer
We believe in creating a diverse and inclusive culture where your voice can be heard. Our skilled, loyal and committed people are critical to the future success of AG Barr which is why we are continually investing in our employees to develop their talent.
We look after our employees by offering a competitive salary and benefits package which includes;
- Up to 33 days holiday (depending on shift pattern)
- Flexible holiday trading
- Living Wage Employer
- Healthcare Cash Plan
- Flexible benefits