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IT Service Desk Analyst
Date: 1 Jul 2025
Location: Winchester, GB
IT Service Desk Analyst
As our next IT Service Desk Analyst, you'll be responsible for owning incidents and service requests from creation to resolution. As a member of the IT Service Centre team, this role provides first-line IT support to our internal user base of approximately 4,000 colleagues. You will handle contacts from colleagues through various channels, including telephone, IT portal, chatbot, and instant messaging, addressing IT-related issues and requests. As the front line for IT support, you will be dedicated to delivering best-in-class service to our internal customers.
Your role is to ensure KPIs are achieved and to act as the primary point of contact for all IT Teams, Support Partners, and end users for escalations. Your daily activities will include providing 1st line support via telephone, chat, and IT Portal, logging, prioritising, and resolving tickets within SLA, handling queries professionally and efficiently, and providing technical hardware and application support.
You will be instrumental in maintaining user security on all systems and updating the IT Status Page to provide accurate and timely information. Your remit will also involve escalating tickets when required, updating knowledge documentation, and communicating during High Priority Incidents.
The Key Requirements...
ESSENTIAL
* A proactive attitude to work and a willingness to learn new skills.
* Adaptable and operates with integrity.
* Organised, diligent, with a strong work ethic.
* Cool-headed in a crisis, able to juggle multiple priorities.
* Task-focused with a drive for quality and excellence.
* Ability to work well as part of a team and independently, using your initiative.
* Excellent communication skills, both written and verbal.
* 1 or more years’ experience in an IT support role.
DESIRABLE
* Working knowledge of IT technologies such as Amazon Web Services (AWS), Microsoft Windows 10, Office 365, Citrix.
* Understanding of IT Service fundamentals, including Incident, Request, and Problem Management.
* Valid driving licence.
The Benefits and Perks...
* Company Pension
* The Hamper - our employee discount platform
* Flexible Working
A great British food company
Premier Foods is one of Britain’s biggest listed food companies, employing over 4,000 colleagues at 13 manufacturing sites and offices across the country.
Many of our brands have been part of UK life for more than a century and are found in 90% of British households.
At Premier Foods, we believe in inclusion, authenticity, and individuality. We aim to ensure all colleagues are given equitable opportunities and are respected, valued, and encouraged to bring their true selves to work, regardless of who they are, what they look like, who they love, or what they believe in. Our culture is inclusive and welcoming to everyone.
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