Job Description

S&A Produce is the UK's largest independent strawberry grower; 1 in 7 of the strawberries you buy comes from us, and 1 in 10 blueberries. We are looking for an experienced IT professional (Tier 2) to join our team in Marden as an IT Helpdesk Analyst.

KEY RESPONSIBILITIES

1. To manage help desk ticket queues by assigning and completing workload based on business priorities, working with the wider IT department.

2. Provide clear, responsive, and customer-focused support to all users in person, via email, telephone, or through remote tools in a way which is easy for users to understand and apply.

3. To identify problem themes and redundant manual processes, suggesting and implementing automation solutions with the wider IT team.

4. Support with the maintenance and creation of training manuals, and improvement of user guides, training materials, and documentation.

5. Accurately triage and escalate issues to the appropriate IT team members or external providers where required. Manage the day to day relationships with external providers.

6. Provide accurate and detail records of issues raised and resolutions within the help desk system.

7. Support IT operations by assisting with the administration of systems, and third-party supplier contracts.

KEY PERFORMANCE INDICATORS

1. Identify and execute opportunities for efficiency and automation.

2. Achieve satisfactory timescales in providing support to all areas of the business.

3. Effectiveve management of the helpdesk.

4. Ongoing improvement of technical skills.

KEY SKILLS & BEHAVIOURS

1. Ability to communicate clearly and effectively with colleagues at all levels.

2. Strong problem solver, with the confidence to escalate or find solutions.

3. Ability to operate calmly and effectively under pressure.

4. Act with honesty, integrity, and respect for confidentiality.

5. An open, honest and resilient mindset in the approach to the workplace.

6. Responsive and caring attitude towards workload.

7. The ability to express complex technical concepts effectively, both verbally and in writing

8. Work well in a team and support others.

9. Be willing to learn and keep skills up to date.

Job Types: Full-time, Permanent

Pay: 29,000.00-34,000.00 per year

Benefits:

Health & wellbeing programme On-site gym On-site parking Sick pay
Work Location: In person