IT Service Desk Technician Zertus UK&I, Fakenham, NR21 8AF As an IT Service Desk Technician at Zertus, you will provide 1stline IT support across the group, handling and either resolving or escalating user support requests which are raised via our internal ticket system. Position type: Full Time, Permanent. Hours: 37.5 Shift Pattern: Monday - Friday, 08:30 - 16:30 Closing date: Friday 17th April 2026 First line support: the first point of contact for users when they contact IT for support. Ensuring incidents and service request tickets are processed. Purchasing and asset management of IT equipment. Identification of patterns/repeating issues, updating of knowledgebase articles, providing feedback of ideas/suggestions. Desire to look at ways to improve that delivery through Continuous Improvement. Provide excellent customer service to colleagues. Diagnose issues using your technical skills and knowledge or escalating. Essential: Demonstrable experience of working with users/people in a service role. Methodical approach to problem solving. Good attention to detail. Technical aptitude - understand how systems fit together, diagnose likely causes of issues, and take appropriate action. Strong customer service and communication skills. Working knowledge of Microsoft Office 365, Microsoft Windows and general IT knowledge Desirable: Degree, HNC, HND in an IT related subject. Experience with Service Management systems (ITSM). Active Directory Management and Apple Mac 25 days holiday entitlement 4% employer and 5 % employee pension plan Life assurance plan x4 basic salary Various salary sacrifice schemes including pension payments, cycle to work and electric car (subject to meeting minimum criteria) Healthcare cash plan via paycare (Dental, Optical, Chiropody, Professional Therapy, Counselling) with a value over £400 each year Zertus UK & Ireland comprises three companies – Humdinger Foods, Kinnerton Confectionery, and Lir Chocolates. Our expertise spans the manufacturing of a diverse range of snacks and chocolates, with multiple facilities and offices strategically positioned throughout the UK and Ireland. With a commitment to innovation, we strive to craft products that captivate and delight our customers. Our talented teams have created a growing portfolio of our own famous brands including NOMO, Sun Valley Nuts, Kinnerton Kids, The Fruit Factory, Yum & Yay, as well as collaborations with Bailey's, Guinness and Budweiser! As the UK & Irish division of Zertus GmbH, headquartered in Hamburg and boasting a workforce of over 2000 employees across Europe, we are part of a dynamic and expansive global network. Please apply online via our careers portal: create your account, upload your CV, and answer all requested questions. You will then be contacted by our Talent Acquisition team and, if progressed, enter a two stage interview process at our Fakenham - Kinnerton Confectionery site, with the opportunity to meet the team. Zertus UK & I is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Please let us know if you require any special arrangements or adjustments to be made for your interview by speaking with the Talent Acquisition team at application stage.