IT Helpdesk Support

Job Description
The UK & ROI IT Service & Support team is tasked with managing and enhancing the service and support for end-user requests and incidents.

This position demands strong IT and OT skills, a deep commitment to end-user satisfaction, and experience with a continuous improvement mindset. The role has a particular focus on supporting Sofina’s factory systems and maintaining data accuracy. The successful candidate will be responsible for implementing functional changes and driving business process improvements.

As the primary point of contact for IT Service within the business, this role involves direct interaction with customers, addressing IT incidents and requests.

• Being part of the on-call rota, weekends and out of hours
• Spending time both within the factory and the office delivering factory IT support.
• Setting up Product Codes and producing sample labels ahead of production.
• Manage the process of change effectively.
• Recognise areas for internal improvement and suggest changes.
• Be part of the support team maintaining a shift rota and cover to support the business in and out of agreed hours.
• Support the Operational Technology across the plant, factory stock systems, labelling, machine software, etc.
• Work to agreed service-level metrics, including average response time, first-contact resolution rate, mean time to repair and customer satisfaction.
• Follow and strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.

• A strong focus on customer service.
• Ideally previous experience of working within an FMCG manufacturing environment.
• Good understanding of factory layout, processes and workflow.
• An inquisitive mind with ability to see and solve basic problems.
• A strong Team work ethic but the ability to work on your own.
• Has a Continuous Improvement mindset.
• A solid passion for IT & Technology and application of it
• A strong desire to learn and develop within an IT function
• Ability to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach, a Sense of ownership & Professionalism.
• Demonstrates relevant IT literacy.
• Proven conflict management skills
• Preferred - Knowledge of IT service desk tools and best practices
• Ability to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach, a Sense of ownership & Professionalism.
• Demonstrates relevant IT literacy.
• Work on their own initiative

• Competitive rates
• Online Benefits Hub
• Canteen
• Life insurance
• On-site parking
• Company pension
• Referral programme
• Health & wellbeing programme