IT - 1st Line ServiceDesk Agent (Dishforth)

Based in Belfast, 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:

  • Respond to user software or hardware queries via email or phone.
  • After identifying the issue, you will talk the user through the required steps to resolve it or escalate to the relevant team as and when necessary.
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
  • Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Admin support as required
  • Liaising with internal and external stakeholders
  • Carrying out daily checks on infrastructure systems and system audits
  • Undertaking small to medium-sized IT projects as instructed by the IT Manager.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
  • Always maintain a strong customer focus.
  • Undertakes any other tasks as requested by Management
  • Strong work ethic and ability to work in dynamic work environment.

Essential Criteria:

  • 2 years experience in a customer facing IT role with servicedesk or customer support
  • 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

How to Apply

If you wish to apply for this position, please forward your CV to: HR@devenish.com

Closing date for applications is 20th January 2023.

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