£25,000-28,000pa (Dependent on experience)
03 Feb 2021

So, what will I be doing?

As the IT Support Team Leader, you will be responsible for leading a helpdesk team of three and will be instrumental in improving processes to ensure continuation of great customer service and a strong relationship with all parts of the Yeo Valley business. The IT Department is itself embarking on an exciting journey as we implement a revised IT Strategy to modernise our infrastructure and applications as well as becoming a strong enabler for the future business technology needs.
Working closely with the IT Operations and Applications Teams you will be responsible for leading a busy IT Helpdesk and providing second line IT support to all levels of the business. A positive outlook and diplomatic approach as well as excellent communication and time management skills will be key to success in this role. Flexibility on working hours is required and this role will also provide out-of-hours support on a rotating basis.
This role is based in Highbridge in brand new spacious offices, only half an hour from Bristol and just off of the M5 Jn 22.  The role will have opportunities for a mixture of on-site and working from home options

Key responsibilities will include:

  • Managing a busy IT Helpdesk and using your technical knowledge to problem solve and incident manage with the aim to deliver excellent service to the business.
  • Developing and coaching the IT Helpdesk team.
  • Leading daily scrum meetings with the IT Helpdesk team.
  • Effectively utilising the IT Helpdesk tool SysAid to provide regular and accurate reporting of ticket management, trend analysis and to enable ticket response improvements.
  • Contributing to the setting and tracking of SLA targets.
  • Being the second point of contact to the business for IT and Business System tickets and providing an escalation path from first level support.
  • Providing high levels of IT service to the business
  • Building workstations, installing software and administering Active Directory and Email systems
  • Carrying out preventative maintenance checks to ensure the high availability and reliability of IT systems
  • Providing out-of-hours support on a rotating basis
  • Carrying out ad-hoc department administrative tasks
  • Creating, reviewing and updating department documentation, policies and procedures

Sounds interesting, what do I need?

The important things:

  • Experience working within in a support environment
  • IT Competent with good experience of Microsoft Systems such as Windows and Office
  • Ability to work when under pressure, and within tight deadlines
  • Excellent time management skills with a good ability to prioritise heavy workload
  • IT qualification or equivalent experience
  • Exposure to ITIL or a similar helpdesk standard or framework
  • Excellent communication skills
  • Ability to work at all levels within Yeo Valley
  • Tenacious, positive attitude with a pro-active and methodical approach to problem solving
  • Pragmatic problem solver
  • Full driving license

Even better if you have:

  • Experience administrating Microsoft Active Directory and Exchange email
  • Experience of MS Teams
  • Experience using an IT with Helpdesk system
  • Office 365 Administration

Why should I join the family?

We’re independent, British and proud to be making the highest quality yogurts, desserts and ice cream under the Yeo Valley brand and for many of the UK’s major retailers. Operating from four dairies and two logistics centres in Somerset and Devon, we employ over 1700 staff and produce more than 25% of the UK’s packaged yogurt.

We’re sure you don’t need convincing, but there’s a whole host of benefits that we offer including:

  • 25 days’ holiday, plus bank holidays 
  • non-contributory pension scheme
  • life cover
  • healthcare cash back plan
  • cycle to work scheme
  • subsidised Yeo Valley products and services
  • preferential rates with our partners
  • annual bonus (as part of the Employee Benefit Trust, based on company performance for the year)
  • learning and development opportunities; we’re committed to ensuring all of our employees have the chance to grow

Our closing dates are a guide for when the application window should close, although we may close the advert sooner if we can. So, we recommend you get your application in straight away – and don’t miss the opportunity to join us!

Unfortunately, we’re not able to provide employment sponsorship to candidates at this moment in time.

Please note that Yeo Valley do not accept speculative agency applications; we will only accept applications from preferred suppliers that have been submitted to us via our recruitment portal at the point of instruction.

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