Senior IT Service Desk Analyst

The Bread Factory

HybridCompetitiveFull time

The Bread Factory is a Food Manufacturing bakery dedicated to making deliciously crafted bread, cakes, and pastries. We are proud to craft products for our GAIL’s bakeries, neighborhood grocery stores, restaurants, and more!

As our teams grow, we are on the lookout for our next Sr. IT Service Desk Analyst based at our site in Hendon.

Occasional travel to GAIL’s retail locations and Head Office is required.

Every day is different at The Bread Factory, but here are some of the things you will be doing:

  • Oversee the effectiveness of the IT Service Desk knowledge and skills, ensuring that consistency and quality is maintained and that service targets are met
  • Work effectively within a key team, working closely with the Service Desk Lead to drive service improvements.
  • Offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests
  • Develop effective working relationships with colleagues within and beyond the IT service to ensure that a consistent, high-quality service is delivered by the IT Service Desk
  • Manage all IT aspects of GAIL’s New Bakery Openings and refurbs including but not limited to: connectivity, hardware, liaising with relevant 3rd parties (e.g. Verifone, merchant acquirer) working with other internal teams (e.g. Ops, Central Support)

Here are some key areas we think you can impact in this role:

  • Work in a team of 5 reporting to the Group IT Service Desk and NBO (New Bakery Opening)
  • Lead work flexibly and be part of the on-call rota
  • Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business
  • Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)
  • Provide appropriate levels of coaching and mentoring to ensure the team have the relevant knowledge and skills to deliver a great service
  • Provide Hardware and Software support both locally and remotely for the Group
  • Assist with any pertinent ongoing projects across the Group
  • Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development
  • Manage your ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s)
  • Liaise with and escalate issues to 2nd and 3rd line technicians including 3rd parties where appropriate
  • Support users on iOS technologies and cloud applications
  • Possible travel to other units in Hendon and GAIL’s bakeries to resolve issues requiring intervention
  • As Senior Analyst, provide day-to-day supervision of team members, ensuring work is allocated and completed effectively and to the required standard

Our team tell us you will be a great addition if you…

  • Sound knowledge and experience of supporting a wide range of IT applications, platforms, and technologies (M365, Active Directory, hardware)
  • Excellent written and verbal communication skills
  • Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access and knowledge resources
  • Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion.
  • Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve
  • Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application
  • An ability to think critically about systems and to adjust consistently as needed

What’s in it for you?

  • Free products on the job
  • Family-friendly policies such as enhanced maternity and paternity pay, and grandparents leave
  • 50% GAIL’s discount card and 40% off at The Bread Factory & The Flour Station Markets. As well as access to our benefits platform
  • 25 days holiday excluding bank holidays
  • 3 months career break with your job waiting for you when you return
  • Wellbeing benefits such as 24-hour GP service, parties, Cycle to work schemes and more…