Refresco, the world’s largest independent soft drinks manufacturer, is seeking an IT Service Desk Analyst, based at our Kegworth head office. We are fast-paced, hugely customer-driven, always looking to innovate, develop and improve what we do, and this creates the opportunity for you to develop and grow your career with us. Our people are friendly, open, and approachable, hugely supportive, and we have undergone high growth and high change over the past 5 years and expect to again double in size over the next 5 years.

About the Role

You will be acting as the first point of contact for IT-related queries, conducting the initial assessment, triage, research and resolution of incidents and requests regarding IT hardware, software and/or infrastructure components, aiming for resolution within 30 minutes. You’ll report directly to the IT Service Desk Manager and will be part of a team of 5 people resolving tickets raised from our UK head office and six manufacturing plants and you will be part of an on-call rota.

As an IT Service Desk Analyst, here are your key areas of focus:

• Acting as a single point of contact for IT portal tickets, phone calls, Teams messages and emails from IT customers regarding IT issues and queries, ensuring these are logged and managed through the Service Desk call logging system
• First line support – troubleshooting of IT-related incidents and problems across software and hardware on devices such as smart phones, laptops, PCs and printers
• Troubleshooting basic network issues
• Escalating unresolved calls to the relevant 2 nd line support teams
• 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
• Providing excellent customer service for all support queries and adhering to all service management principles and processes
• Providing basic in-house training for users
• Creating customer self-help guides for publication to our customer IT portal
• Publishing support documentation to assist staff with requests for information and providing 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 levels of support in keeping with all agreed KPI’s
• Providing first line support during out of hours cover periods, overnight and weekends, by rota
  

About You

You will have excellent customer service, communication and organisational skills – able to take the initiative with tickets and collaborate with your team to find the right solution for the customer.

Ideally you will also have experience of the following:

• Minimum of 6 months Service Desk experience

• Managing incidents including setting business expectations and communication
• Basic user and security group Active Directory administration and SAP
• Oracle / SQL server database systems
• Strong knowledge of Microsoft-based operating systems
• Active Directory
• Confident and knowledgeable in the use of MS Office packages
• SAP user support
• Antivirus and other security tools
• A strong working knowledge of PC’s, operating systems, printers, networks and telecommunications
• Ability to analyse, troubleshoot and spot trends
• ITL Foundation

Ultimately, we want you to live, drink, and breathe the Refresco Values as we believe these are what have made us, and will continue to make us, successful.

Find out more about our Values here: https://www.refresco.co.uk/uk/about/our-values .

If you believe you are a great match for this profile, we want to hear from you.

Reward & Benefits

The salary for this role is dependent on experience. Working hours are Monday to Friday – 38 hours per week, and we have free, onsite parking. In addition, we offer an annual bonus incentive, a good company pension scheme, 25 days holiday in addition to bank holidays (with the option to purchase additional holidays) and access to a sports and social fund.

We also offer our employees access to GroceryAid – a support service offering financial, legal, wellbeing and practical support, advice and counselling – https://www.groceryaid.org.uk/ - as well as Perkbox – a benefits platform offering discounts, free perks and wellbeing tools for all employees – https://www.perkbox.com/uk .

About Refresco

Our drinks on every table. That's the Refresco vision. We're passionate about producing tasty, refreshing drinks but we’re thirsty for more and growing fast. We’re a global business and have invested heavily to expand our manufacturing footprint to make us the largest independent bottler of soft drinks and fruit juices in the world. We currently produce 12 billion litres from 78 manufacturing plants in 15 countries and we’re only just getting started…

Our UK business has six manufacturing plants providing a great place to work for 1800 employees producing own label soft drinks and fruit juices for all the leading UK supermarkets. We also manufacture many of the best-known branded drinks such as Monster Energy, Innocent, Ocean Spray and Vimto. Whether it’s packed in cartons, bottles, or cans, we ensure that our products are made to the highest quality standards and are on our customers’ tables for every occasion!

Refresco are an equal opportunity employer. We are fully committed to diversity and inclusion.