Job Description
We’re recruiting … Technical Support Analyst
Müller pride ourselves on offering support to help develop your knowledge and skills. In return for your commitment, drive, and enthusiasm, we offer an attractive benefits package within a highly successful European business that provides financial rewards and resources, including a bonus scheme, contributory pension, life assurance, generous holiday allowance, and a flexible benefits programme.
We are currently recruiting for a Technical Support Analyst based at our Market Drayton offices. We seek an experienced individual to support all company employees with IT-related issues. You will log and manage the lifecycle of Incidents and Service Requests, ensuring customer satisfaction through proactive updates and escalation if a first-line fix is not possible. Field-based support at remote sites will also be required.
Key responsibilities include:
1. Troubleshooting operating system, hardware, and application issues on desktop devices.
2. Resolving Incidents, Problems, and Service Requests, ensuring responses align with SLAs.
3. Updating status, workarounds, and resolutions within our Service Desk system.
4. Communicating incident and problem statuses to users.
5. Deploying desktops/laptops using SCCM, mobile devices, T&A devices, and printers.
6. Managing desktop configuration, patching, software upgrades, antivirus, and malware protection.
7. Managing shared drives, user access, and permissions.
8. Collaborating with support vendors to resolve complex issues.
9. Serving as a technical escalation point for the Service Desk.
10. Participating in out-of-hours on-call rotations.
11. Managing Active Directory and Exchange.
12. Providing on-site support at Dairies and Depots within the local region.
13. Offering basic networking support, including patching ports and troubleshooting peripherals.
14. Performing preventative maintenance and break/fix on desktop devices.
15. Maintaining telephony systems and troubleshooting issues.
16. Creating and maintaining user accounts across IT systems.
17. Managing operational Problem Management processes.
18. Developing support documentation and guides for SharePoint.
19. Executing Problem Management tasks per departmental and company standards.
20. Supporting problem management reporting (KPIs, SLAs).
21. Delivering Root Cause Analysis and problem resolution within KPIs.
22. Creating documentation for workarounds and uploading to SharePoint.
23. Applying knowledge of IT Service Management processes: Incident, Service Request, Problem, Change, Asset, and Service Level Management.
24. Understanding Change Management processes.
25. Maintaining Asset Management databases accurately.
26. Providing training for the 1st line support team to improve fix rates.
27. Creating and updating documentation for common issues and guides.
28. Offering ongoing support and guidance to Service Desk Analysts.
Key skills & experience:
* Degree-level education.
* Profound knowledge of IT systems used at Müller.
* Willingness to travel.
* 5+ years of experience in an IT environment.
* English language skills; German language skills are a plus.
If you meet these requirements and wish to apply, please visit www.mullercareers.co.uk.
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Contact Details:
F.A.O. UK Recruitment, Müller UK & Ireland, Shrewsbury Road, Market Drayton, Shropshire, TF9 3SQ
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