10-Oct-
IT Helpdesk Service and Support analyst
Competitive Salary
Summary
Support critical systems and play a key role in digital transformation across our factory operations.
Additional Benefits
Company Pension Scheme
The Role
We are currently seeking a proactive and technically skilled IT Service & Support Technician to join our growing IT team. This role focuses on supporting factory IT and operational technology (OT) systems, delivering exceptional service to internal users, and contributing to continuous improvement initiatives.
If you’re passionate about IT, thrive in a manufacturing environment, and are eager to make a difference through smart technology support – this could be the role for you.
Your Key Responsibilities
1. Serve as the first point of contact for IT incidents and service requests across the factory and office environments
2. Support the day-to-day functionality of factory systems, including stock management systems, labelling technology, and equipment software
3. Maintain data accuracy by setting up product codes and producing sample labels in preparation for production
4. Participate in a shared on-call rota to provide out-of-hours support as needed
5. Work both on the shop floor and in the office to resolve technical issues and keep operations running smoothly
6. Identify and propose internal improvements to enhance efficiency and user experience
7. Drive business process improvements by managing change and supporting implementation across systems
8. Deliver against agreed service-level metrics including response time, resolution rate, and customer satisfaction
9. Contribute to the continuous improvement of IT incident management and its integration with broader IT operations such as problem and change management
The Ideal Candidate
10. This role is ideal for someone with strong IT fundamentals, a customer-focused mindset, and a hands-on approach in an FMCG setting.
11. Previous experience in a support-based IT role – preferably within a manufacturing environment
12. Strong customer service focus with a proactive and approachable attitude
13. A solid understanding of factory layouts, production processes, and workflow
14. Curiosity and problem-solving ability – able to spot inefficiencies and propose solutions
15. A collaborative attitude with the ability to work independently when required
16. A continuous improvement mindset and enthusiasm for learning and growth
17. Demonstrable IT literacy and technical aptitude across various systems
18. Methodical and detail-oriented working style with strong time management
19. Professionalism and ownership in handling service requests and system maintenance
20. (Preferred) Familiarity with IT service desk tools and best practice standards
21. Proven ability to handle conflict and manage priorities under pressure
Why Sofina Foods?
22. Competitive rates
23. Online Benefits Hub
24. Canteen
25. Life insurance
26. On-site parking
27. Company pension
28. Referral programme
29. Health & wellbeing programme
Company Information
Sofina Foods isn't just a food company - It’s a place to build your future.
With a team of over 13, people across 40 sites in Canada and Europe, we're passionate about delivering quality meats and seafood products to consumers around the world.
Join a company where innovation, sustainability, and customer satisfaction drive everything we do. At Sofina, you’ll grow your skills, make a real impact, and work with responsibly sourced products from more than 50 protein sources across five continents.
Our vision is bold: to be the most successful food company in the world. If you’re looking for a rewarding career in the food industry, there’s a place for you at Sofina Foods.
Equal Opportunities
Sofina Foods is proud to be an equal opportunities employer. We’re committed to building a diverse and inclusive workplace where everyone feels valued and respected.
We welcome applications from people of all backgrounds and experiences – regardless of age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
Location
Malton, North Yorkshire
Hours of Work
Full-time
Company
Sofina Foods
Country Code
GB
AutoReqId
BR
AdRef
INDB2
IT Helpdesk Service and Support analyst | Sofina Foods