Service Desk Analyst - 12 mth FTC

at  AB Agri

Location: Peterborough, Cambs, UK
Do you have some IT Support Desk experience looking for a new role with a growing and successful global brand? If you are customer service focused and enjoy problem solving working with a broad range of customer, this could be your ideal next role!
We are investing in our team and looking for a number of people to join us to allow for further progression and development opportunities whilst improving our service to our customers. You will be the first line point of contact for our global customers in multiple business units and will manage, resolve and escalate queries and tickets via multiple channels including phone, email, chat and self-service functions.
You will use probing questions and defined knowledge information to accurately log the details of the customers enquiry and make decisions on the right path to resolve it either as a first time fix or assigning it to 2nd or 3rd party specialist teams. There is a focus as a team on quality resolution rather than quantity, taking the time to deliver quality service and resolve the root cause of the issue.

LOCATION AND SHIFT

This is a hybrid role, with a need to be in the Peterborough office 2 times per week. You may need to attend the office more regularly whilst training for your first 2 - 3 weeks.
As we support global teams, you will cover 4 shifts across the following; 7:00 – 15:30, 8:00 – 16:30, 9:30 – 18:00 and 13:30pm – 22:00. You will be required to cover all shifts, but these are issued equally and fairly across the team. On average each person will work a late shift once every 6 - 8 weeks. We would be willing to discuss preferences for shifts but can’t guarantee any fixed shifts. You will be paid an uplift rate for any late shifts you work.
Associated British Foods Business Technology Services are continually reviewing our benefits to ensure our staff feel rewarded…
Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world’s second-largest producer of both sugar and baker’s yeast and our grocery brands occupy leading positions across the globe meaning that, in the UK, nine out of ten households use our brands.
Associated British Foods Business Technology Services (BTS) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23 countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we’re looking for people who are eager to join us in supporting and delivering this vision.

We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.

• AB Foods BTS match up to 10% pension (contributory)
• Up to 10% Bonus
• Opportunity to buy up to 5 days holiday per calendar year
• Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
• 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary

We’re looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.
All recruitment activities into our ABF BTS team are supported by our AB Agri business.

• Act as a single point of contact for all IT issues and queries, troubleshooting tickets raised
• Using appropriate technology and knowledge to diagnose issues
• Act in a value add mindset for all queries from our customers
• Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues
• Ensure all relevant information is stored in our ITSM tool
• Provide timely and accurate updates to all tickets
• Support the Team Leaders with training of new staff
• Alert line management to any trends in customer queries