Support Desk Analyst

21 hours ago

Kegworth, United Kingdom Refresco Full time

Company description:
Refresco Drinks

Job description:
**About you**

Do you have a strong working knowledge of PCs, operating systems, printers, networks and telecommunications along with excellent communication and organizational skills? Do you have a passion for problem-solving and the ability to analyse, troubleshoot andspot trends?

**What you’ll be doing**

The role includes but is not limited to:

First line support - troubleshooting of IT-related incidents and problems across software and hardware on devices such as smart phones, laptops, PCs and printers
- Troubleshoot basic network issues
- Escalation of unresolved calls to the relevant 2nd line support teams
- Logging all calls in the service desk call logging system
- Taking ownership of customer incident service requests and problems and following up resolutions on behalf of the customer, communicating progress in a regular and timely manner
- Maintaining a high level of customer service for all support queries, while adhering to all service management principles and processes
- Providing basic in-house training for users
- Producing customer self-help guides for publication to our customer IT portal
- Publishing support documentation to assist staff with requests for information and provide staff training if required
- Ownership of access management and processes (Active Directory - creating user accounts, resetting passwords, creating groups etc.)
- Owning the IT Service Desk’s Knowledge and Documentation area
- Providing first line support during out of hours cover periods, overnight and at weekends by rota

**What you’ll get in return**

The salary for this role is dependent on experience. We offer an annual bonus incentive and a good company pension scheme, 2x basic salary life assurance plus 25 days holiday in addition to bank holidays (with the option to purchase additional holidays)and access to a sports and social fund. Working hours are Monday - Thursday 8.30 - 5.00, Fridays 8.30 - 4.00, with the option of working up to two days per week remotely and free, onsite parking.

**Who we are**

Our drinks on every table. That's the Refresco vision. We're passionate about producing tasty, refreshing drinks and we’re thirsty for more and growing fast. We’re a global business and invested £1.25 billion in expanding our manufacturing footprint to makeus the largest independent bottler of soft drinks and fruit juices in the world. We currently produce 12 billion litres from 64 manufacturing plants in 12 countries and we’re only just getting started

Our UK Business has six manufacturing plants providing a great place to work for 1500 employees producing private label soft drinks and fruit juices for all the leading retailers including Tesco, ASDA, Morrison’s, Sainsbury’s, ALDI and Lidl. We also manufacturefor branded customers such as Innocent, Ocean Spray, Weetabix, Del Monte and Um Bongo. Whether it’s packed in cartons, bottles or cans, we ensure that our products are made to the highest quality standards but they get where they need to be when they needto get there to meet the needs of our high profile customers.

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