Salary: £30,000 - £35,000 per annum

Location: Spalding - Lincolnshire

Contract Type: Perm

Business Area: Bakkavor Ltd – IT

Working Hours: Monday to Friday – 37.5 hours (shift rota covering hours of 8am to 6pm)

We're the biggest name you've never heard of. You've probably eaten our food- you just didn't realise it. Because as global leaders in the fresh prepared food industry with over 19,000 employees, we create innovative products, including meals, soups, dips, salads, desserts, pizzas and bread for customers including Tesco, M&S, Sainsbury's and Waitrose in the UK. Our customers include Harris Teeter and Home Chef in the US, and in China, we make food for Starbucks, Yum! and Pret. We're ambitious. We're full of ideas. And we're ready for more people who share our passion for quality to join us.

IT Service Delivery – Infrastructure Support Specialist

As a Support Specialist, you will be responsible for ensuring that support services are operating efficiently and meeting the demands and requirements of Bakkavor.

Making sure that incidents and requests are dealt with in a professional and timely manner and any potential breach of service level is escalated appropriately - will be top of your agenda.

You will also contribute to problem management - providing support and information to IT and business colleagues as necessary whilst providing performance metrics and KPIs for management reporting.

Accountabilities

• Providing second line investigation and diagnosis and promptly allocating unresolved incidents and problems as appropriate
• Assisting with the specification, development, research and evaluation of customer service standards
• Monitoring the service delivery channels (human, digital, self-service, automated) and activities of the customer services function - collecting and recording performance data
• Applying standards to resolve or escalate incidents and problems
• Delivering technical briefings to staff members to facilitate their effectiveness in understanding and resolving customer service incidents and problems
• Ensuring that documentation of supported components is available and accessible to relevant parties
• Installing or removing hardware or software, using supplied installation instructions and tools within established procedures and quality systems, including, where appropriate, hand-over to client
• Organising the disposal of decommissioned hardware in an environmentally secure manner
• Ensuring that network management systems and appropriate performance analysis equipment and diagnostic tools are used to test the hardware / software affected and quantifying and qualifying changes made
• Correcting malfunctions, calling on other experienced colleagues and external resources if required, and initiating action to ensure best use is made of available network assets
• Providing specialist guidance and some supervision to less experienced colleagues
• Analysing work in progress, taking action to ensure targets are met within safety and quality procedures

About you

Ideally you will have previous experience within a similar role and excellent inter-personal skills with thorough attention to detail.

You will be well organised and practical, with a logical, analytical approach to problem solving.

Specialist expertise of installing items of hardware and software and an appreciation of the operational environment and the services applications support will be key – as will excellent communication skills and a familiarity with the concepts and practices required to implement effective IT solutions.

If you are fully conversant with the processes used to support business services functions and have an appreciation of the importance of excellent customer service, this could be the perfect role for you.

What you can expect from us

When joining us you can expect a highly competitive rewards package including group pension, bonus, private medical insurance, and other flexible benefits - alongside excellent career progression prospects across the Bakkavor group.

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