IT Service Desk 2nd Line Analyst

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IT Service Desk 2nd Line Analyst
Do you have experience in working in an IT support role? Have you worked in an ITL based environment? We are looking for an IT Service Desk 2nd Line Analyst to join our team based in Brackley, Northamptonshire.

We are a leading supplier of Poultry products into an impressive range of customers in the UK retail and food service sectors. With ambitious plans for the future, there hasn’t been a more exciting time to join us.

Join us as an IT Service Desk 2nd Line Analyst and you can be a part of the aspiring team that brings Avara Foods to life.

The team of 10 Service desk Staff operate in a traditional tiered service desk structure designed around the ITIL v3 framework.

With 2000 users across 20+ UK sites, around 1400 tickets are raised per month by the business functions from Finance, HR, Agriculture through to Factory Operations.  These requests are made via various means including Telephone, email, in person, web portal etc

Purpose of the role
As a key member of the IT Service Desk, the 2nd Line Analysts are the first or second point of contact for all IT support related issues. You will be part of a larger IT Department that covers Operations, Project Management, Infrastructure and Development.

Your key responsibilities will include:

Answer telephone calls in a professional, confident and timely manner
Complete Online Ticket requests with a high level of diligence
Respond to User Requests and Assist and teach Users where appropriate
Perform troubleshooting and fault diagnostics
Receive and Action escalated calls form Service Desk Technicians
Escalate incidents to other IT teams as required
Perform IT system administration tasks
Mobile Phone setup and allocation
Develop technical & personal skills via online training and self-study
After 6 Month+ experience participate in out-of-hours on-call support (paid)What we are looking for:

A team player who is self-motivated, enthusiastic, and keen to learn
Proactive approach to work, with a positive and flexible attitude
Willingness to go above and beyond to get the job done
Methodical approach to work with the discipline to follow agreed processes
Diligent with good time management skills and Ability to prioritise tasks
Flexible working when requiredIt is desirable but not essential that you have:

Microsoft qualified (MCP, MCSE, MCITP)
Experience of Office 365, Windows 10
Competent at fixing PC & Laptop hardwareIt is essential that you have:

At least 2 years’ experience working in an IT support role
Worked in an ITIL based environment
Experience of Networking and General IT Fault Diagnosis
Experience of Office 365, Windows 10 and some Application Software
UK Driving LicenseA little about us:
Avara Foods is one of the UK’s largest food businesses, supplying chicken and turkey to the nation’s most popular supermarkets and restaurants. We are a fully integrated business controlling the whole product supply chain, which include feed mills, farms, hatcheries and factories with associated transport and logistics functions that employ more than 6000 people.

The growth of our business is based on providing a high quality, affordable product and delivering great service levels to our customers. This is achieved by investing in people, utilising the latest technology and being uncompromising in our commitment to high quality and food standards.

What’s in it for you?
We are committed to making sure our employees reap rewards of commitment and great performance. In the Business Intelligence Specialist position, you will enjoy a secure, supportive and progressive working environment, where your contribution and achievements will be recognised and rewarded.
We offer comprehensive training as well as development and career progression opportunities. As an IT Service Desk 1st Line Technician, you can also look forward to benefits that amongst other things include the following:
31 days annual leave
Life assurance cover
3% pension contribution
Various lifestyle benefitsWe are committed to being an equal opportunities employer