IT Service Desk Technician

3 weeks ago

Brackley, United Kingdom Avara Foods Full time

About the Role:

Who are we, and what do we do?

You may not have heard of us, but there’s a good chance you’ve enjoyed our products. Avara Foods is one of the UK’s leading food businesses, supplying chicken and turkey to the country’s major supermarkets and well-known restaurants.

We own and manage our entire supply chain, from farms to factory and all the way to the customer door – meaning we have careers that cover a whole range of functions. We have major processing sites across England and Wales, and an agricultural network of over 350 farms, spanning from North Yorkshire to the South Coast and Wales.

About the Role:

This role provides an excellent opportunity for individuals with a strong technical aptitude and a desire to build a career in IT support. The Service Desk Technician role is fast-paced and requires a commitment to continuous learning, fostered by a supportive team environment. Personal development is encouraged, you will work alongside dedicated Infrastructure, Security and Operations teams who support the business 24/7.

What will you be doing as a Service Desk Technician at Avara?

As a Service Desk Technician, you will be a valuable member of the IT Service Desk team, providing first-line IT support to users across Avara's 15+ UK sites. You will work closely with the Service Desk Analyst and other IT personnel to resolve user issues efficiently.

As a Service Desk Technician, you will need to demonstrate strong problem-solving skills, have a willingness to learn, and a commitment to providing excellent customer service. You will be responsible for handling a range of basic IT inquiries, troubleshooting common hardware and software issues, and providing initial solutions to users.

What will your key responsibilities as a Service Desk Technician include?

Answer telephone calls in a professional, confident, and timely manner.  Log, categorise, prioritise, and track incoming IT tickets.  Complete Online Ticket requests with a high level of diligence. Respond to User Requests and assist / teach Users where appropriate.  Perform detailed troubleshooting and fault diagnostics.  Attend to incidents and requests in production environments i.e., Factory, Cold Stores, Despatch areas. Document solutions to user problems and contribute to the development of the service desk knowledge base.  Develop technical & personal skills via online training and self-study.  Actively participate in continual improvement initiatives.  Serve as the first point of contact for users seeking technical assistance via phone, email, web portal, and in-person.  Troubleshoot and resolve common hardware and software issues.  Provide clear and concise instructions to users to resolve basic IT problems, offering step-by-step guidance.  Escalate incidents to Service Desk Analysts, Site Support Engineers or other Technology teams as required.

What you’ll need to be successful:

Essential:

Experience in a Customer Service Role.  Exceptional customer service in a technical support role (or a similar role).  Basic computer hardware and software troubleshooting skills.  Experience using Microsoft Office Suite and Windows 10/11.  Excellent written and verbal communication skills. 

Desirable: 

IT related certificates e.g., CompTIA A+, Microsoft Certifications (Optional).  Experience in a technical support environment (including basic networking concepts) is a plus, but not essential. UK Driving License (Optional)

The benefits of working for Avara Foods:

As a Service Desk Technician, you will enjoy a secure, supportive, and progressive working environment, where your contribution and achievements will be recognised and rewarded. We offer comprehensive training as well as continuous development as you build your long-term career with us. You can also look forward to benefits that amongst other things include the following: 

5% Pension  31 days holiday  Life Assurance Private Medical Health Cover  Subsidised Canteen  Free Parking  Various lifestyle benefits, including wellbeing resources.

Due to Bird Welfare, it is essential that you do not own any Avian Pets, Poultry or Porcine. 

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