My client in the FMCG industry is seeking a dedicated Service Desk Analyst to provide exceptional technical support in with the technology department and in the future be a Subject Matter Expert across Microsoft Cloud-Based Products. The successful candidate will have a keen interest in IT, be a strong problem solver with excellent communication skills and experience with SCCM, Microsoft 365 Suite and Active Directory.

Client Details

My client is a leading European company specialising in providing essential products to households and businesses across the globe. With a workforce of 3,000+ employees globally, they operate in multiple international locations, supporting strong growth and sustainability initiatives.

This FMCG business is on track for long-term expansion, aiming to reach a billion in revenue in the next 5 years. Supplying the top grocery retailers, they have built a reputation for delivering high-quality, value-driven solutions while prioritising environmental responsibility. As they continue to grow, they are seeking skilled professionals to help them drive innovation and strengthen their market leadership.

Description

Join a dynamic team and provide crucial IT support to users across various sites globally, ensuring high-quality service and technical excellence.

Key Responsibilities:

Serve as the first point of contact for IT-related incidents and service requests via phone or self-service portal.
Provide 1st and 2nd level support, troubleshooting and resolving issues for both on-site and hybrid users.
Ensure all incidents and requests are handled within Service Level Agreements (SLAs).
Maintain and update the Knowledge Base with first-time fixes, creating clear FAQs and self-help documentation.
Escalate unresolved issues to 3rd level support, documenting all troubleshooting steps.
Communicate IT service updates, outages, and project news to users effectively.
Investigate recurring issues, contributing to the Problem Management process.
Collaborate with third-party vendors to procure hardware and software as needed.

Mobile Device Management/ Deployment / Asset Management / Troubleshooting / Project Work / Customer Focused / 1st/2nd Line Support / ITIL Methodology

Profile

A successful Service Desk Analyst should have:

Proficiency with the Microsoft Suite inclusive of O365 support.
Experience with SCCM for managing systems and updates.
Strong knowledge of Active Directory, Azure AD, User Access Management, and permissions management.
Experience with Teams and SharePoint Online for collaboration tools.
Ability to perform daily system health checks.
Exchange Online administration experience.
Experience in configuring and installing hardware and software (laptops, PCs, mobile phones, printer support).
The confidence to provide hands-on, remote and on-site IT support.

Desirable Requirements:

Awareness or experience with SAP.
Knowledge of cyber security best practices.
Familiarity with Mimecast for email management and security.
Experience delivering user training on IT systems.

Job Offer

A competitive salary range of 26,500 - 30,000 per annum.
This role is an Onsite 5 days opportunity.
An inclusive and supportive company culture with a team that will promote your success.
Generous holiday leave (28 days + bank holidays)
Opportunities for professional development and career advancement.
An exciting role within the thriving global FMCG company near Failsworth.

We encourage every Service Desk Analyst with the relevant experience to apply!