IT Service Desk Analyst

**Company Description**

Culina Group - We are a market leading ambient and chilled food & drink 3PL specialist, providing warehouse and distribution alongside fresh, food manufacturing, co-packing and bonded divisions. Working in partnership with some of the biggest household namesin the food and drink sector.

With over 20 million square feet of warehousing spread across 100+ depots, we employ in excess of 22,000 people to ensure that our 2.2 million deliveries reach the correct location. Our extensive network enables us to provide a comprehensive supply chainmanagement service covering the whole of the UK and Ireland.

Our **Lutterworth** site are now recruiting for a **IT Service Desk Analyst**on afull time basis to join our IT department.

**Working days**: Monday to Friday

**Working times**: 8 hour shift, covering the Service Desk between 08:00 and 18:00 on a rota basis (8-4, 9-5, 10-6)

We offer the option of working from home for 2 days a week, after completion of a successful probation period.

The purpose of a**IT Service Desk Analyst** is to act as the first point of contact for all IT incidents and requests. To develop and maintain excellent working relationships with internal customers, IT teams and external suppliers, and toensure that service levels are continuously monitored and improved.

Key Duties of a IT Service Desk Analyst:

- Logging, categorisation and classification of incidents.
- Investigation and diagnosis of incidents, with a focus on First Time Resolution
- Proactive monitoring of incidents ensuring timely escalation, resolution and incident closure.
- Record and maintain Knowledge Management Articles to support FTR rates
- Creation of support documentation, as well as the provision of IT Service Reports
- Liaison with suppliers, service groups and customers to ensure that agreed service levels are met.
- Proven experience in a busy customer focused environment.
- Exceptional telephone manner with proven ability in customer service techniques.
- Demonstrable problem solving skills with the ability to look beyond the obvious.
- Monitor Resolved tickets and contact users to ensure satisfied with resolution - close tickets.
- Policy & procedural control checks such as auditing starters/leavers process, asset registering.
- Providing Out of Hours Support to the Business (on completion of training).

**Qualifications**
- Ability to work under pressure to tight deadlines.
- Excellent communication skills with strong Customer Focused Mindset.
- Microsoft Active Directory and Exchange administration skills
- IT desktop support which should include Windows, Microsoft Office and O365
- Working knowledge of IT networking
- Any knowledge and experience of Warehouse or Transport Management Systems
- Proven experience in a busy customer focused environment
- Excellent telephone manner with proven ability in customer service techniques.

**Additional Information**

As part of its drive to make Culina Group a great place to work, we are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our people are the driving force behind our success, which is why we offer a wide range of benefits which include:

- Competitive salary
- Competive holiday entitlement
- Pension scheme
- Life Assurance
- Retail discounts via our benefit platform