As part of the 24/7 European IT Service Desk team you will be working across a broad range of technologies and liaising with multiple areas of the business to support our European environment. Customer service will be your passion with hunger for learning and personal development. This role will be part of the newly created IT Infrastructure and Operations team, within the Pilgrims Shared Services Centre. As a Service Desk Analyst you will be supporting your colleagues in the delivery of exemplary customer service and management of incidents and service requests. You will be responsible for customer support and incident response. You will follow approved processes including incident management and request fulfilment to ensure a high level of customer service. PART TIME HOURS TO COVER THIS PATTERN: Monday to Wednesday: 08:00am - 12:00pm Friday: 23:59pm - 08:00am Key Responsibilities A technologist at heart with a passion for excellent customer service Ensure all incidents and requests (telephone, email, self-service and walk-ups) are handled and progressed within Service Level Agreements Actively manage the Service Desk Queue Ensure incidents are categorised, updated and assigned correctly Ensure Major incident Management process is invoked promptly for high priority incidents Manage VIP incidents / requests Identify and implement Service improvements for the Service Desk Manage and populate the Service Desk knowledgebase and manage engine Solutions in collaboration with other IT support teams To provide technical guidance to colleagues at all levels Providing an efficient, personalised support service to our business users. Ensuring that work is correctly prioritised and actioned to meet fixed business service levels agreements and deadlines. Action tickets promptly, in a professional service led manner. Wherever possible resolving and closing tickets at the first point of contact. Able to remain calm, focussed and professional. Key Skills Aligned to the company's core values and competences Experience in a customer support role in a medium to large organisation, with technical support responsibility. Strong customer service and excellent communication skills Experienced in incident impact analysis. Analytically minded and ability to solve problems Flexible approach to work and positive attitude to work Team Player The company Pilgrim's Europe produces some of the best-known and most iconic brands in the UK and Ireland, including Fridge Raiders, Rollover, Denny, Richmond, Oakhouse and Moy Park, alongside a diverse range of industry leading own-label products in categories including fresh pork, lamb and chicken, working with all the major retailers and food service outlets. Our portfolio extends to authentic chilled and frozen ready meals, snacking ranges, added value and food service products. Across Pilgrim's Europe we combine 20,000 of the best people in the industry, united by a shared set of core values and a passion for producing the highest quality, most delicious and innovative food, which is enjoyed by millions of people in the UK, Ireland and Europe every day. Our Pilgrim's Europe team are based in our Pilgrim's UK, Moy Park, Pilgrim's Food Masters and Pilgrim's Shared Services businesses. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.