Technical Support Analyst

Want to help us bring happiness to the world? Want to join an ambitious and fast-growing global biscuits and confectionery business investing heavily in iconic global brands, infrastructure, and people? Then this is the place for you.

As proud bakers and chocolatiers and custodians of iconic global brands, we don't compromise on the quality of ingredients in our products or on the people we hire. We are looking for entrepreneurial spirits who share our passion for bringing happiness to our consumers and who embody our Winning Traits.

To succeed at pladis you need to be purpose-led, resilient, and positive. We expect pace and agility, insist on collaboration, and demand accountability. If that is your thing, then pladis offers global ambition, a clear Vision and roadmap for success, challenge, and unrivalled opportunities to learn and make an impact.

Why join our team?

pladis is home to iconic brands Godiva, McVitie's, and Ulker. These brands make sweet treats and savoury treats that consumers everywhere recognise and enjoy Together we will build new and exciting products at pladis – new flavours, new concepts, and new ways to share happiness.

The Technical Support Analyst will work in a small onsite IT team to proactively manage onsite technology while troubleshooting BAU IT issues. This is a great opportunity to work with a wide range of users within the business, including Senior Management, and grow and develop technically in a fast-paced environment.

What will this role achieve?

As Technical Support Analyst, you'll be responsible for providing exceptional services to pladis employees, whilst upholding IS policies, standards, and procedures. You will be working on a variety of different applications, systems, and hardware that require attention to detail and a pragmatic approach to identifying and resolving issues.

The role will suit a candidate who has the interpersonal skills to complement their technical skills and can empathise with the user's perspective, simplifying technical information. The suitable candidate will also have a sense of urgency and a strong desire to provide outstanding service.

What will be your key deliverables?

• Act as the primary technical IT point of contact to assist and provide telephone, remote, and onsite deskside technology support to all users across the business.
• Perform analysis, diagnosis, and resolution of desktop problems for end users, and recommend and implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Ensure all new starters are set up with the right equipment, supporting them from a technical perspective with their onboarding.
• Support the roll-out of new applications, tools, and services.
• Facilitate and support Town Hall meetings.
• Support with IT training on an ad hoc basis.

What do you need for this role?

Essential

• Proven experience in an IT customer-facing role.
• Experience supporting C Level Suite/VIPs.
• Experience in troubleshooting and a passion for resolving customer issues.
• Strong interpersonal skills and the ability to work effectively across all levels of the organisation and handle each request with discretion, tact, diplomacy, and patience.
• Excellent problem-solving skills, good lateral thinking skills, and a methodical approach to day-to-day tasks to ensure a fast resolution of issues.
• Proficient in Microsoft Windows 10 and 11 & Microsoft Office Applications.
• Experienced in AV Technology (Video Conferencing).
• Desktop deployment/Imaging knowledge.

Desirable

• A working knowledge of ITIL.

pladis is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.

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