1st Line IT ServiceDesk Agent (Dishforth)

Based in Dishforth, Devenish are a leading provider of environmental, animal and human health solutions and a key influencer in driving health and sustainability throughout the food chain. Devenish has three manufacturing sites in the UK and four in the United States, from where they supply innovative nutritional solutions and technical expertise to producers through the farm, feed and food industry in the UK, Ireland, Europe, Africa, Middle East, Australasia, Latin America, and the USA.

The Role

Reporting to the IT ServiceDesk Manager, you will act as the first point of contact for all IT support queries across a variety of users to resolve or escalate their technical issues in a prompt and professional manner.

Responsibilities include:

• Responding promptly to user queries via the ticketing system, phone or IM.
• Connecting directly to users machine via GoToAssist to resolve issues or talking users through the required steps to resolve their queries. Issues that can’t be resolved at first line should be escalated promptly to the relevant team as and when required.
• Keeping the ticketing system updated at all times, ensuring all calls are logged and all notes, progress and required actions have been input promptly and accurately.
• Working with the wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
• Procurement of software and hardware
• Carrying out daily infrastructure checks
• Carrying out system audits
• Admin support as required
• Liaising with internal and external stakeholders
• Being involved in small to medium sized IT projects.
• Continuously improving your knowledge and understanding across the various software and hardware technologies supported by the team.
• Always maintaining a strong customer focus.
• Undertaking any other tasks as requested by Management
• Being part of an on call rota to cover out of hours queries
• Being based in the office 5 days per week

Essential Criteria:

• A strong work ethic and ability to work in dynamic work environment.
• 2 years experience in a customer facing IT servicedesk role
• Ability to understand the needs of users, and keep them in mind when taking actions or making decisions
• Excellent written and verbal communication skills with the ability to communicate effectively across all levels
• Excellent organisational and time management skills, with the ability to prioritise effectively and work under pressure
• Proficient across all MS packages and strong ICT skills
• Strong interpersonal skills with the ability to build constructive working relationships and work collaboratively with others
• Ability to maintain strict confidentiality with respect to data and information
• Flexible and adaptable
• Ability to work both within a team and unsupervised
• Full driving licence and access to a car

Desirable Criteria:

• IT / Technical education at degree or college level

What we offer:

• Based in Dishforth
• 37.5 hour week
• Competitive salary based on experience
• Company matched pension scheme
• Life Assurance
• Training and development opportunities
• Westfield Health Cash Plan and Employee Assistant Programme
• Westfield Rewards
• Refer a friend scheme

The Devenish Group is an Equal Opportunities Employer and welcomes applications from all sections of the community.