IT Support Technician

  • Department IT
  • Business Samworth Brothers
  • Product Group IT
  • Location Leicester
  • Job RefSBG8688
  • Contract Full Time
  • Posted 13/01/2021
  • Expiry 29/01/2021
Samworth Brothers

Mon- Fri 40 hours per week with additional participation in a 24x7 out of hours callout rota

We are currently recruiting for IT Support Technician within our Group IT Team to be based at our Oak Meadows Site in Leicester

Samworth Brothers Group, a 4th generation family business that prides itself on looking after its people and producing high quality products. We are always looking for outstanding people, with great attitudes and an openness to learning to join our family. The size of our business enables us to support career development and progression that will help our people fulfil their potential.

Job Opportunity

The role requires you to deliver effective IT Service and Support to meet and exceed the requirements of the business either remotely from the IT Operations Centre or on site a Bakeries as and when required. To resolve IT related incidents and service requests utilising ITIL aligned support management processes and tools. Assess, plan and manage non-standard service requests (small change activity) for bakeries and prioritising against Bakery demand. Where required to monitor and manage the performance of the support services provided by internal and external service partners, ensuring agreed service levels are achieved and customer satisfaction is maintained. To drive best in class Support and Service Desk productivity and continuous improvement whilst driving customer satisfaction improvement.

  • Responsible for IT incident resolution and request fulfillment within a broad-based IT Support environment
  • Responsible for non-standard service requests (small change) to assess, plan and manage to ensure successful and timely deployment
  • Attend Bakery sites for specific incident support activities or non-standard service request implementations
  • Effectively fulfill all support requirements including a requirement to provide out of hours support on a rotation
  • Ensuring all SLA’s are achieved and business expectations are met and exceeded where possible
  • Identifying and implementing service and support improvement and efficiency initiatives
  • Maintain an asset database and track changes
  • Build and maintain a high standard of support documentation
  • Communication with the business relating to support issues
  • Ensuring all support procedures, processes and methodologies are followed diligently
  • Provide effective recording, monitoring and control of Group IT support delivery
  • Facilitate knowledge capture, cross training, lessons learned sessions and the implementation of remediation plans if required
  • Management of service issues internally and in conjunction with external partners to ensure high customer satisfaction is maintained
  • Provide support for move, add and change activity and where required designated project activity
  • Wide range of hands-on support activities including:
    • Install and configure software as required
    • Diagnose and solve hardware and software faults
    • Mobile on site support at Bakery sites to facilitate incident resolution and non-standard service requests (small change) implementations
    • Desktop & laptop build to specification
    • Basic server, patching and cabling maintenance
    • Maintenance and control of user access and security
  • Maintaining day to day support relationships with our customers and internal/external support partners
  • Communicating and providing guidance re designated procedures and managing expectations of the Customer in line with Service Level Agreements (SLA)
  • Contributing to the successful achievement of service level agreements (SLA’s) related to designated services
  • Promoting and monitoring compliance to all Group IT processes for example Change Control and Incident Management
  • Escalating where required business critical issues, but maintaining ownership through to resolution
  • Facilitating the support set up and acceptance into support of any service related changes from Transformation team
  • Maintaining awareness / knowledge of Service and support tools, technologies and procedures
  • Participate in a 24×7 out of hours callout rota

The Right Person

You will be someone who is self-motivated and focussed on the customer. You will demonstrate initiative and ownership. You value others and their contribution and enjoy working collaboratively with colleagues. You will be flexible and adaptable to change. In addition, you will have the following skills:

  • ITIL v2 or V3 Foundation (v3 preferred)
  • MS Windows certifications
  • Minimum 2 years hands on experience in a pressured Service Desk and Support environment
  • Proven analytical and problem-solving abilities.
  • Experience in managing suppliers throughout issue resolution
  • Strong, written and verbal communications skills with the ability to present ideas and technical solutions in user-friendly language
  • Understanding or experience of time-critical manufacturing processes, and supporting technology
  • Experience with ERP systems
  • Good technical understanding of Wintel systems
  • IT infrastructure Windows Server and VMWare
  • Active Directory, Microsoft Exchange, Office 365 and associated technologies

What We Have To Offer

We provide a terrific range of benefits including great facilities with onsite parking and subsidised restaurants, as well as an excellent retirement savings plan (pension), private health cover (subject to terms and conditions) and a discount scheme ‘Quality Life’ that provides savings at supermarkets, high street retailers and a host of leisure outlets.

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