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Pssl - IT Service Improvement Analyst

4 months ago

Warwick, United Kingdom Pilgrim’s Food Masters Full time

* Hybrid role based in Warwick
We have recently announced the creation of Pilgrim's Shared Services, a fourth stand-alone company, which will bring together some of the support functions of our current three businesses (Moy Park, excluding France and Netherlands, Pilgrim's UK & Pilgrim'sFood Masters). Its purpose is to deliver a high-quality shared service to those three businesses.
As the business grows, this shared service will broaden opportunities for career development as part of a far larger organisation. We will also continue our investment in technology to drive efficiencies and improved ways of working.
A dedicated Transactional Services team will be created to deliver a high-quality and cost-effective service to the Business Units. Reporting to the IT Service Improvement Manager we are pleased to advise that we are now recruiting for an IT Service ImprovementAnalyst.
The Role
This role will be part of the Service Improvement team you will be working across a broad range of technologies and liaising with multiple areas of the business to improve I.T. service to the business.
As a Service Improvement Analyist, you will be supporting your colleagues in delivering exemplary service ownership, introducing new sevices and management of projects, priority incidents and problem records.
You will be responsible for designing new processes, documenting and training them out to IT in particular Group IT Service Desk. Ensuring the delivery of service meets availability/usability requirements both for the current and future needs of the businessand our customers. You will need to analyse Servicedesk tickets and recommend IT improvements, to reduce the number or length of time tickets are open. Enhancement / Development and Automation of Servicedesk Plus is critical in our ever changing business.
What You'll Need
- Aligned to the company's core values and competences.
- Knowledge of all European Business and Production Sites.
- Essential 3 years+ experience of delivering, maintaining and supporting remotely or on-site complex IT Desktop environment.
- Microsoft products: Desktop technologies (Windows Server 2008 - 2019, Windows 2010, Office 2007-2016, Office 365 and Active Directory, SCCM, OSD Build)
- Networking basics: Printing, Telephony, Citrix
- Fully conversant with ITIL principles and a thorough working knowledge of Incident, Change & Problem Management
- Understand SOx Audit controls along with the businesses in scope systems.
- Ability to work independently and prioritize duties with mínimal supervision, in order to meet deadlines with strong prioritisation skills.
- Excellent customer service skills and Problem Solving skills - Proactively diagnosing and solving incidents & problems to give a right first-time resolution which can then be communicated/trained.
- Excellent communication skills at all levels of management, peers & colleagues, business users etc. with the ability to translate complex IT issues into simpler vocabulary.