Job Description

We are looking for a Service Desk Analyst (Level 1) to join the Frontier team, based at our Witham St Hughs office on a full-time, permanent basis.
You will provide first level support, covering a large number of applications and systems, user administration and escalation of issues within the team. Previous experience working in a customer service environment is essential. Previous experience working in a technical or troubleshooting environment would be preferred but is not essential as full training will be provided.
At Frontier, the Technology Team strive to deliver brilliant experiences for customers and colleagues. We want to hear from passionate, enthusiastic people from any background. We work with a variety of technologies from front-end native and web applications through to the backend systems that hold our organisation together and the hardware they run on. We are a data-driven organisation. This is a fantastic opportunity to join a team that is transforming our technology landscape and the way we work. Join us to make a real and valuable difference as you build your career at Frontier.
The Benefits

• Competitive salary
• 25 days holiday per calendar year with option to purchase up to 5 more days (subject to meeting eligibility requirements)
• Dedicated Learning & Development team to support you and your career
• Employee Assistance Program providing 24 hours support & advice in areas such as health and wellbeing for yourself, your family & friends (up to 5 people in total)
• Increased Maternity, Paternity & Adoption leave benefits for eligible employees
• Life Assurance scheme and pension plan with employer contributions of up to 7%

• Up to two days paid volunteer leave per year (only applicable to permanent employees)

• The opportunity to join our employee network groups including LGBTQ+, Menopause wellbeing, Neurodiversity and Women's network groups.
• Cycle to Work Scheme, employee retail discount scheme and free eye test vouchers

About You

• Previous experience in a problem-solving environment with a high interest in technology

• Strong customer service experience

• Excellent verbal and written communication skillsProfessional attitude with a willingness to learn and develop
• Proven attention to detail and commitment to recording information accurately
• Proficient, accurate keyboard skills with a good working knowledge of Microsoft operating systems and M365 applications
• Self-motivated and capable of working on own initiative as well as part of a team

• Full UK driving license

Your Role
As a Service Desk Analyst - Level 1 your role will involve:

• Ensuring Health and Safety procedures are adhered to at all times

• Participating in a shift rota to cover business core hours

• Providing first level support for all systems and remote access solutions

• Providing an effective response to customers via the telephone and Service Desk support portal

• Prioritising, diagnosing and resolving issues, escalating where additional support is needed

• Monitoring progress to ensure timely and effective resolution

• Ensuring all details of incidents are logged accurately prior to escalation

• Communicating with customers in a professional and timely manner, ensuring they are kept informed on the progress of the issue

• Configuring desktop environment for new customers

• Staff administration for all supported sites and systems including new starters and leavers.

• Ensuring that all movement and allocation of equipment is correctly logged within the asset register

• Willingness to travel to other sites as required

• Flexibility to work additional hours as required

We encourage candidates to submit their applications as early as possible and not to wait until the published closing date as applications will be reviewed and interviews may be booked in before that date.
We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.
About Us
Frontier is a successful and growing business. We are the largest crop production and grain marketing company in the UK, with over 1,000 employees and a turnover of more than 1.5 billion. With a vision to be the first-choice employer in UK agriculture, we are committed to delivering a culture where people are at the heart of our success.
Our business approach is underpinned by our core values - Integrity, Customer First and Expertise - or 'ICE'. These values support our whole philosophy and way of working and we are always looking to attract talented individuals with either industry knowledge or specialist skills that will help us deliver consistently to these values.
Commitment to Diversity and Inclusion
We have a clear commitment to equality of opportunity and diversity encouraging fairness and equality of treatment for all. As such we encourage applications from all backgrounds.
We recognise the value of a workforce in which people from diverse backgrounds are encouraged to introduce fresh ideas and contribute to the business goals.
We are committed to providing a diverse and inclusive environment with inclusive employment policies, such as progressive flexible working and parental policies.

Skills Required