IT Service Desk Analyst

at  Refresco

Are you ready to be the frontline hero of IT support for our Bridgwater site, making a tangible impact on Refresco’s employee satisfaction every day. Join us as an IT Service Desk Analyst at Refresco, where you’ll play a pivotal role as the first point of contact for all IT-related inquiries and issues. With contacts initiated through various channels including email, phone, and in-person interactions, your focus on exceeding expectations will be the cornerstone of our success.

ABOUT YOU

Ideally, we’re seeking candidates with a minimum of 2 years of experience in a Service Desk role, equipped with a solid understanding of ticketing systems. A robust working knowledge of PC’s, Operating Systems, Printers, Networks and Telecommunications , coupled with proficiency in MS Office packages, is essential for success in this position.

ABOUT REFRESCO

Refresco is the global independent beverage solutions provider for Global, National and Emerging brands, and retailers with production in Europe, North America, and Australia. Refresco offers an extensive range of product and packaging combinations from juices to carbonated soft drinks and mineral waters in carton, PET, Aseptic PET, cans, and glass. Refresco continuously searches for new and alternative ways to improve the quality of its products and packaging combinations in line with consumer and customer demand, environmental responsibilities, and market demand.
Refresco is headquartered in Rotterdam, the Netherlands and has more than 13,500 employees. www.refresco.com.
There’s something unique about Refresco. Because while you may not recognise our name, you’re definitely familiar with our products. In North America and Europe, we bottle drinks for all famous retailers and big-name brands, from water bottles and fruit juices to sodas and sports drinks. We reach millions of people, enriching their lives every day with a moment of ‘me’ time, a moment of relaxation, bringing refreshment, enjoyment and fun. And we do it with something simple, but essential: refreshing drinks. Your drinks, on every table. From ‘Our drinks on every table’ to ‘Your drinks on every table’. What separates these sentences is just one letter. Minor detail? Major difference! Because you can make that difference. Refresco is looking for new colleagues to join our team and share the responsibility for billions of litres of drinks!

WHAT YOU’LL BE DOING AS AN IT SERVICE DESK ANALYST

The IT Service Desk serves as the first point of contact for all IT-related queries, handling customer interactions through email, phone, and in person. Customer satisfaction and meeting expectations are central to its success. The IT Service Desk Analyst provides broad support for resolving incidents and service requests, using strong problem-solving and communication skills. Responsibilities include documenting incidents, managing the ticketing system, and ensuring excellent customer service. The role focuses on the initial assessment, research, and resolution of issues, with KPIs emphasizing first-time resolution and customer satisfaction (CSAT).

KEY RESPONSIBILITIES OF THE IT SERVICE DESK ANALYST

• Serve as the primary contact for IT customer calls and emails regarding issues and queries.
• Record and maintain detailed logs of issues, resolutions, and user interactions in the ITSM tool.
• Take ownership of incidents, service requests, and problems, ensuring timely communication with customers.
• Troubleshoot IT issues related to software, hardware, and network devices (smartphones, laptops, PCs, printers, scanners).
• Manage user onboarding/offboarding, account access, and hardware setup.
• Install, configure, and support IT hardware and software; troubleshoot basic network issues and perform network port patching.
• Collaborate with IT teams, escalate unresolved issues, and ensure a high level of customer service.Maintain IT asset management records, handle IT purchasing, and manage repairs for scanner devices.