It Customer Support Analyst

Position Snapshot

Nestlé UK & Ireland

IT Customer Support - Permanent contract

York (Hybrid working)

Starting salary will be £26,000 plus potential bonus + fantastic benefits

This is a full-time permanent opportunity, but we are always open to discuss individual’s flexible working needs so please speak to us during the recruitment process to understand what this could look like for you.

Position Summary

Never worked with technology before? Not to worry! It’s important that you have excellent customer service skills, an effective communicator, a team player with a real interest in IT. We have a fantastic opportunity to kick start your career in IT, we’re looking for a customer service oriented individual to join our Customer Care team within Nestlé Market IT. You will work with a friendly and supportive team, reporting into the Customer Care Operational Lead and will contribute to a team providing professional IT services to the Nestlé in the Market businesses.

Nestlé UK & Ireland is a subsidiary of Nestlé SA, the world’s largest food and beverage company. Nestlé's purpose is enhancing quality of life and contributing to a healthier future. We want to help shape a better and healthier world. We also want to inspire people to live healthier lives. This is how we contribute to society while ensuring the long-term success of our company.

A day in the life of a Customer Care Analyst…

The role is responsible for providing a best-in-class IT support service across all the Nestlé businesses in the UK & Ireland market. Main responsibilities include the delivery of first level IT support alongside compliance activities for a whole host of stakeholders, across a range of levels. This is a varied role managing a range of tasks and issues.

You’ll also;

• 
  Provide first level IT support to Nestlé Businesses, following Best Practice and observing the required standards and measures

• Provide support and help via our standard and future support channels, including our Digital Bar Live Chat and via a range of IT request and issue webforms

• Maintain our in-house Service Portal, ensuring our service catalogue and knowledge database are maintained

• Play a role in managing the IT phone line, ensuring our colleagues feel supported when reporting Major IT Issues and / or lost or stolen equipment or data.

• Support our Nestlé Business Service colleagues (based offshore) with standard business requests, such as ensuring the pro-active set up new starter accounts

• Support compliance activities to the relevant standards, maintaining IT security and compliance measures to protect Nestlé data

• Identify opportunities to develop and implement process improvements to drive efficiencies and continually enhance our customer experience

What will make you successful?

To be successful, you’ll have a background in customer service, you’ll have a self-motivated attitude and a flexible approach in everything you do. Your ability to demonstrate good planning and problem-solving skills is key, along with a genuine “can do” attitude and a positive outlook.

• 
  Excellent people and communication skills

• Excellent Customer Service skills across telephone, email, live chat and in person

• Experience in a first level IT support role (preferred, not essential)

• Knowledge of Windows and mobile technologies, especially Microsoft Office (Outlook, Teams, Excel, etc)

• Demonstrable team working & initiative whilst remaining adaptable, flexible, willing, and able to learn quickly

What you need to know

What can we offer in return? Great benefits you’d expect from a business the size of Nestlé – in the shape of a competitive salary and benefits package, bonus scheme, flexible working scheme, 25 days holiday plus bank holidays plus flex leave, pension scheme and a real focus on personal development and growth.

Job advert posting date – 5/04/2024

Job advert closing date – 14/04/2024

At Nestlé, our values are rooted in respect – for our employees, our customers and our consumers. That’s why championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process. Be yourself, everyone else is taken!