Service Desk Analyst

4 weeks ago

Bridgwater, United Kingdom Refresco Full time

Are you ready to be the frontline hero of IT support for our Bridgwater site, making a tangible impact on Refresco’s employee satisfaction every day. Join us as an IT Service Desk Analyst at Refresco, where you'll play a pivotal role as the first point of contact for all IT-related inquiries and issues. With contacts initiated through various channels including email, phone, and in-person interactions, your focus on exceeding expectations will be the cornerstone of our success.

IT Service Desk Analyst

Bridgwater
Permanent – Hybrid 
Monday – Thursday 8:30 am – 5 pm and Friday 8:30 am – 4 pm


Reward & Benefits:

Annual bonus and pay reviews 27 days annual leave + bank holidays Purchase additional holidays  Life assurance  Employee referral scheme - earn a bonus for referring your friends or family GroceryAid – a support service offering financial, legal, wellbeing and practical support, advice and counselling Cheers – a benefits platform offering discounts, free perks, and well-being tools for all employees Free onsite parking 


What you’ll be doing as an IT Service Desk Analyst
The IT Service Desk Analyst provides broad support for incident resolution and requests reported to the IT Service Desk. Responsibilities include initial assessment, triage, research and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. KPI’s focus on first time resolution (resolution without escalation) and fixes within 30 minutes.

Key responsibilities of the IT Service Desk Analyst

Serve as the primary point of contact for IT customers via phone calls and emails, managing and logging all inquiries received through various channels. Offer initial support for troubleshooting IT incidents and problems across software and hardware, including devices like smartphones, laptops, PCs, and printers, as well as basic network issues. Escalate unresolved issues to appropriate support teams while ensuring all calls are properly documented in the Service Desk system. Take ownership of customer service requests and problems, providing regular updates on resolution progress.  Uphold high standards of customer service and adhere to service management principles.  Offer basic in-house training for users and create self-help guides for the customer IT portal.  Publish support documentation and provide staff training as needed. Manage access management processes in Active Directory, including creating user accounts and resetting passwords.  Take charge of maintaining the IT Service Desk's knowledge and documentation area, and meet agreed-upon Key Performance Indicators (KPIs) for support levels.

About you
Ideally, we're seeking candidates with a minimum of 2 years of experience in a Service Desk role, equipped with a solid understanding of ticketing systems. A robust working knowledge of PC’s, Operating Systems, Printers, Networks and Telecommunications, coupled with proficiency in MS Office packages, is essential for success in this position. 

About Refresco
Refresco is the global independent beverage solutions provider for Global, National and Emerging brands, and retailers with production in Europe, North America, and Australia. Refresco offers an extensive range of product and packaging combinations from juices to carbonated soft drinks and mineral waters in carton, PET, Aseptic PET, cans, and glass. Refresco continuously searches for new and alternative ways to improve the quality of its products and packaging combinations in line with consumer and customer demand, environmental responsibilities, and market demand. 

There’s something unique about Refresco. Because while you may not recognise our name, you’re definitely familiar with our products. In North America and Europe, we bottle drinks for all famous retailers and big-name brands, from water bottles and fruit juices to sodas and sports drinks. We reach millions of people, enriching their lives every day with a moment of ‘me’ time, a moment of relaxation, bringing refreshment, enjoyment and fun. And we do it with something simple, but essential: refreshing drinks. Your drinks, on every table. From ‘Our drinks on every table’ to ‘Your drinks on every table’. What separates these sentences is just one letter. Minor detail? Major difference Because you can make that difference. Refresco is looking for new colleagues to join our team and share the responsibility for billions of litres of drinks

Refresco believes that equal opportunity for all is fundamental to our company's values and all our applicants can expect fairness and transparency in our recruitment process.
#LI-LB1

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