Service Desk Analyst - Hybrid (Shift Rota)

Why Greencore?

Greencore is one of the UK’s largest leading food manufacturers, where we feed 90% of the UK population every month. We supply own brand convenience food products to all of the UK’s major retailers, foodservice, convenience and travel outlets with strong market positions in a range of categories including sandwiches, salads, sushi, chilled snacking, chilled ready meals, chilled soups and sauces, chilled quiche, ambient sauces and pickles, and frozen Yorkshire Puddings.

Why Greencore Technology?

• As part of a recent restructure, we are recruiting a large number of roles across the IT team, including some senior roles that demonstrates our investment in this space.
• We are doing some exciting things with Technology, such as the creation of bespoke applications using IoT with cloud-native event streaming to turn our production lines across 16 manufacturing sites, into insightful real time data to improve manufacturing efficiency
• In parallel to the fast passed innovative work, we also support our live services across the country running around the clock, and are setting our go-forwards technology strategy, including our approach to core systems such as our ERP, HR, logistics, engineering, and supply chain solutions - so there will be plenty going on!
• We are looking for energetic and fun skilled IT professionals who want to be part of our next stage in business and technology transformation, because at Greencore technology plays an important role in how we operate – and we have the ambition and a plan to develop our capabilities even further.
• Not only do we offer exciting career and professional development opportunities, but we also have a strong, friendly culture, where our people are very much at the core of everything we do. We are committed to developing our people, our wider team and our capabilities – in fact this growth culture is a part of our DNA.

What you'll be doing

As Service Desk Analyst you will act as the conduit between the business and Group IT. Receive, log, process, escalate and monitor calls to the Group IT Service Desk ensuring internal and external escalated levels of support are engaged and maintained and that any ticket is processed efficiently.

Key Accountabilities: 

• A well rounded IT Service Desk professional experienced in a variety of IT positions is preferable but not essential.
• Experience of working in a busy Service Desk environment.
• Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner.
• Has a broad and deep technical knowledge coupled with equivalent knowledge of the activities of the businesses that use and exploit group service desk and support teams
• Is able to understand and communicate the potential impact of emerging technologies on businesses and end-users and can analyse the risks of using or not using such technologies.
• Tenacious and has the ability to adapt quickly to the situation rapidly resolving issues and problems.

What we’re looking for

• A demonstrated aptitude and interest in IT developed in an IT focused group or organisation
• Good phone skills and an ability to provide technical support over the phone
• Good problem solving skills and techniques
• Ability to switch between tasks and multi task effectively during peak times
• Experience of working in a Service Desk environment, either at first line or preferably at second line or equivalent.
• ITIL Foundation qualification preferable.
• Driving Licence as there is a requirement to visit other sites
• Deliver a high level of Customer Service through a positive Customer focused attitude
• Manage high priority incidents, assist in conducting lessons learned and implement remediation plans.
• At Greencore we put our people at the core. We celebrate their differences and help everyone to be themselves at work. Together we make every day taste better.

If this sounds like you, join us and grow with Greencore, and be a part of driving our future success.

What you’ll get in return

• At Greencore, we are committed to internal development, on the job training and promotion opportunities.
• Competitive salary and job-related benefits
• Holidays
• Pension up to 8% matched
• Life insurance up to 4x salary
• Company share save scheme
• Greencore Qualifications
• Exclusive Greencore employee discount platform

Throughout your time at Greencore, you will be supported with on the job training and development opportunities to further your career.

About Us

Greencore