IT Service Desk Analyst

Ref: ISDA-M-N-29047
City/Region: Malton
Salary: Competitive

Forming part of the Karro ICT Services team, you will provide support for a wide range of technologies within the Karro Food Group and relevant service level agreements. The role will involve first and second line support for customer IT queries via phone, email or the internet, including out of hours support for priority calls. You will be responsible for receiving and recording incidents within the incident logging system and liaising with computer users to ensure resolution of the incidents and dealing with third parties where required.

Shift pattern: Mon-Fri 40 hours, shift rotation and out of hours support

Key responsibilities:

  • Administering, analyzing and assessing incidents to ensure we meet our SLA's with customers
  • Evaluating and determining the priority of each incident logged to ensure that business critical calls are dealt with in a timely and appropriate manner
  • Developing and maintaining your own expertise in the ICT technologies to ensure personal development through an agreed training plan
  • Participate in ICT projects to meet timescales on project go lives
  • Proactively communicate via email or verbally with the customer base to ensure that the customer is aware of the estimated fix time and any salient information relating to the incident
  • Engage other members of the team in order to enhance their overall understanding of the ICT and business activities, and improve the operational efficiencies in these areas
  • Cover, service and support within office hours on a rota basis
  • Support business out of hours calls
  • Record and control business ICT assets

Skills and experience:

  • Prior experience of working within an IT operational capacity ideally a service desk role
  • Exchange and outlook windows and server Q/S
  • Active directory
  • MS Office 2000 , PC imaging, Symantec backup and ITIL Foundation
  • Ability to prioritise, work under pressure and deliver to tight deadlines
  • Ability to engage and speak with all levels of end user
  • Attention to detail
  • Excellent communication and team working skills
  • Strong negotiation and customer relations skills base
  • Determined and resilient, with the drive to complete tasks
  • Ability to accept and learn from constructive criticism
  • Good analytical and numerical skills

Benefits include:

  • Competitive salary
  • 5.6 weeks holiday per year
  • Competitive Contributory Pension
  • Life Assurance Scheme funded by Karro

At Karro we are dedicated to rewarding and enriching the careers of the people who work for us. If you are hardworking, willing to get involved and respond well to a challenging and fast-moving environment, then you will find Karro to be a well-matched employer who will support you at every turn and reward your dedication with support, development and long-term career prospects.

About Karro:

Karro Food Group is a major UK food business, employing c. 5,000 people over 14 sites across the UK and Ireland and generating turnover of £1.2bn. Karro is a leading producer of both fresh and cooked meat products, and, following its recent acquisition of Young's Seafood, is now one of the UK's leading multi-protein food businesses. The business supplies to retail, foodservice and manufacturing customers across the UK, as well as export customers globally.

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