It Service Desk Analyst

Join Keelings! You will be part of a passionate team of people and a growing business. Come on the journey with us where you will grow and develop and truly feel a sense of belonging. At Keelings, we don't just grow quality fresh produce, we also nurture people and their professional development. The Keelings family always employ the best people for the job, the key to our success is the quality of the people we employ.

Our Strategic Priorities

Better Food - We make our products better and inspire more people to enjoy produce.

People - We support our people to learn, be at their best, contribute and deliver on their commitments, using One Keelings' standards.

Better Ways - Every year we improve our competitiveness, efficiency and delivery through insight, technology and One Keelings.

Better World - We improve our environmental and social impact to make a positive difference in our world.

Partnerships - Working with Keelings creates value and long-term relationships with our customers & suppliers.

Growth - We invest in and deliver insight led, focused, profitable growth into the future.

Keelings Values

People Matter - We support and treat each other in a clear, fair and respectful way. We all learn, develop and encourage everyone to contribute

Teamwork - We inspire and help each other to deliver our ambitions together as One Keelings

Integrity - We do the right thing and deliver on our commitments

Purpose of the Role:

The IT Service Desk Analyst plays a crucial role in providing technical support and assistance to end-users within an organization. This role involves diagnosing and resolving technical issues, responding to IT service requests, and ensuring the smooth operation of IT systems. The IT Service Desk Analyst is responsible for delivering excellent customer service, troubleshooting problems, and escalating issues when necessary.

Key Accountabilities & Responsibilities:

Technical Support:

-    Provide first-line technical support to end-users via phone, email, chat, or in-person.

-    Troubleshoot hardware, software, and network issues to identify and resolve problems promptly.

-    Walk end-users through problem-solving steps and provide clear instructions.

-    Business support 24/7 on rota basis.

Incident Management:

-    Log, categorize, prioritize, and track incidents and service requests using a ticketing system.

-    Ensure timely resolution of incidents, meeting defined service level agreements (SLAs).

-    Escalate complex issues to higher-level support teams when necessary.

Customer Service:

-    Deliver exceptional customer service by addressing end-user concerns professionally and courteously.

-    Communicate effectively with end-users to gather information, set expectations, and provide updates on issue resolution.

-    Support remote business units by being present one day in a month.

Documentation:

-    Maintain accurate and detailed documentation of support activities, including troubleshooting steps and issue resolutions.

-    Create and update knowledge base articles to assist end-users with common problems.

User Training:

-    Conduct user training sessions and create user guides to empower end-users to resolve common issues independently.

System Monitoring:

-    Monitor IT systems and networks for performance issues, outages, and security threats.

-    Take proactive measures to prevent potential problems and escalate issues as needed.

Collaboration:

-    Collaborate with other IT teams and departments to address complex technical issues and improve overall system performance.

-    Participate in team meetings, training sessions, and continuous improvement initiatives.

Key Skills & Knowledge

Essential:

-     Must have excellent customer service and communication skills.

-     Good knowledge in troubleshooting and customer's engagement.

-     1 - 2years experience in a Service desk support / customer focused environment

-     Own transport.

 Education & Qualifications:

-Degree or diploma in an IT related field or equivalent work experience

-Possess excellent understanding of Microsoft 365 technologies, MS Windows Operating Systems.

Recruitment Process

1. CV Submission & email acknowledgment of receipt

2. Phone Screening

3. 1st Interview

4. 2nd Interview

5. Outcome & Feedback

Inclusion & Diversity Statement

In Keelings we value all perspectives and knowledge that our colleagues bring to our business. We are committed to forming a diverse and inclusive team where all can share their unique experiences and perspectives. We welcome applications from all cultures and backgrounds and are dedicated to forming an environment of inclusiveness and diversity where all can thoroughly feel a sense of belonging. 

Reasonable Accommodation Statement

If you require reasonable accommodation in submitting your application, interviewing, completing any pre-employment testing, or otherwise participating in the recruitment process, please contact (url removed)

Keelings Careers - (url removed)

Keelings Strategy & Values - (url removed)