IT Senior Support Analyst

Provide high levels of IT service within Yeo Valley as a senior member of the IT Service Desk Team. You will assist in supporting the IT Service Team Support Analysts whilst demonstrating a commitment to service level achievement, continuous service improvements and best practice across delivered IT services.,

• Technical problem solving for the Yeo Valley business across all aspects of IT Hardware, software, infrastructure and applications. Demonstrate technical problem solving techniques and methods.


• Work as part of a team being the first point of contact to the business for IT and Business Systems receiving, logging and triaging calls.


• Find and implement practical solutions to reduce repetitive issues for the business and provide longer term proactive solutions to manage call volume and better support the operation.


• Support with the prioritisation, management and resolution of Incident and Request tickets through their lifecycle within SLA / KPI.


• Working with the IT Infrastructure Manager in the preparation, maintaining and managing the Service Desk components of the IT Budget and ordering of IT equipment.


• Act as a secondary escalation point of contact for the IT Service Team escalating to 3rd line support teams as required.


• Carry out regular preventative maintenance tasks to ensure the high availability and reliability of IT systems.


• Build workstations, install software, administer Active Directory, Email and carry out department administrative tasks as needed.


• Identify, develop and review technical support documentation covering IT Service procedures, common faults and best practices.Use your experience to improve ways of working, processes, ticket handling processes in order to improve service levels and customer satisfaction


• Represent IT Service as part of the Change Management and Major Incident Management governance framework.


• Identify and outline service improvement opportunities across Yeo Valley IT Systems and processes.


• Support the development and improvement of the ITSM Tool, SysAid.


• Understand the requirements of stakeholders, perform initial solution review, and when required, outline and deliver recommendations.


• Manage IT assets in accordance to the Asset Management policy.


• Adhere to Yeo Valleys chosen IT Cyber Security and governance strategy.


• Provide out of hours support on a rotating basis as per the IT out-of-hours policy.


• Seek further training and instruction and aim to constantly improve own performance.


• Maintain confidentiality of Yeo Valley intellectual property.