Our Grocery Service Centre, based near Liverpool, is a hub for transactional activity across multiple ABF companies within the ABF Grocery division. Supporting some of our well-known brands such as Kingsmill, Pataks, Blue Dragon, Jordans, Ryvita and Silver Spoon, amongst others. We deliver Shared Service activities across a wide range of disciplines including Customer Services, Consumer Care, Finance, Payroll, HR and IS.
Overview of role
Location - Liverpool
Responsible for the management of the Desktop Services provision to ensure the delivery of IT Services to customers in line with Service Level Agreements whilst creating strong customer service approach and ensuring a continuous improvement ethos across the service.
Owns the Desktop Services ticket management process along with Asset Management to ensure customer expectations are met and audit traceability is maintained.
Benefits Include
* 25 days holiday plus bank holidays
* Free onsite parking.
* Employee Assistance Programme.
* Healthcare scheme.
* Holiday Purchase Scheme.
* Pension Scheme.
* Onsite shop.
* Eyecare vouchers.
* Electric car scheme.
* Cycle to work scheme.
* Loyal Service Awards.
* Employee Referral Scheme.
* Extra Slice discounts.
Key Accountabilities
Stakeholder Communication
Key areas of responsibility:
* Acting as a liaison between the desktop services team and the business units, ensuring smooth communication and problem resolution.
Asset Tracking And Inventory Management
* Maintain an up-to-date inventory of all desktop hardware (PCs, laptops, peripherals).
* Track the lifecycle of assets from acquisition to retirement, ensuring accurate records of all assets and their status.
* Ensure all assets are returned and properly disposed of in compliance with data security standards.
* Conduct regular audits of desktop equipment and software to verify inventory data and resolve discrepancies.
Procurement Management
* Manage the process to order and acquire desktop hardware and software according to organizational needs and budget.
* Evaluate and recommend desktop technology and software solutions based on requirements.
Software License Management
* Ensure compliance with software licensing requirements, maintaining records of software versions, user licenses, and renewals.
* Coordinate software updates and patches to keep desktops secure and up to date.
Troubleshooting And Support
* Provide support for desktop-related issues, collaborating with appropriate teams for troubleshooting and resolution.
* Manage desktop repairs, replacements, and troubleshooting requests.
Service Delivery Improvement
* Continuously evaluating and improving processes and workflows to increase efficiency, reduce response time, and improve overall service quality.
* Uses data and KPI’s to monitor performance, track customer satisfaction, and identify areas for improvement.
Incident Management
* Ensuring that issues and incidents are logged, tracked, and resolved in a timely manner, often in line with service level agreements (SLAs).
* Primary contact for local site infrastructure issues, managing and co-ordinating liaison with internal departments and external resources to achieve resolution.
The Right Person
* Essential:
* Strong leadership skills with experience of managing a desk top function within a complex organisation.
* Sound understanding of best practice frameworks e.g., ITIL, Prince 2.
* The ability to understand new standards and legislation quickly and identify how this could impact IS and the wider business.
* Possesses a good knowledge of local infrastructure (e.g., desktops, laptops etc).
* Has high quality oral communication and written skills.
* Have a good understanding and the ability to perform data analytics (e.g., SLA’s & Other Reports, Licencing, Asset Management etc).
* Proven capability to work independently whilst managing and prioritising tasks for the team and own workload.
* Reliable and flexible team player able to engage others.
Our defining value is to ‘Be The Best We Can Be’. The behaviours we believe help us do this and are key to our success are: Aim High, I Do What I Say, Work Together and Everybody Matters.
We are committed to equal treatment and opportunities for all our people, and believe in building a diverse and inclusive organisation that represents our communities and generates the best outcomes for consumers, customers and stakeholders.
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