Job details

Working as part of the Application Support Team, you will be responsible for delivering an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.

Key Responsibilities

• Ensure that the service delivered is to the Allied Bakeries agreed standards and Service Level Agreements
• Documents all work in accordance with departmental quality standards using corporate ITSM toolset, including reporting details of all hardware/software items that have been installed/removed or modified so that configuration management records are maintained.
• Performs elements of infrastructure related Application Support
• Participates in Security Patch/Software Compatibility testing, check test results, and documents test failures and successes
• Assists with all end user procurement requests including, software, IT equipment and mobile phones in line with documented policies and procedures
• Ensures all allocated tickets are delivered in-line within the standard processes and ensures incorrectly allocated tickets are re-distributed to the correct teams.
• Leads the co-ordination between ABF SSC and Allied Milling and baking sites for small downtime requirement for infrastructure changes.
• Responsible for the effective delivery of the starters, leavers and movers process including retrieval of IT equipment
• Manages all print services and the associated requests for change
• Pro-actively analyse current process and suggests and documents process improvements

Key Skills

Educated to at least GCE A level, SQA Highers or equivalent standard
Has good oral communication and written skills
A logical and systematic approach to problem resolution across a broad spectrum of technologies
The ability to communicate technical information in a non-technical language to a broad range of users
Be able to pick up and interpret technical information quickly
Possesses a basic knowledge of IT and knowledge of several generic desktop software tools and, where applicable, deeper knowledge of at least one of the software applications used within own organization
Proven capability to work independently whilst managing and prioritising own workload
Reliable and flexible team player
Full driving license essential as role will involve travel to other sites throughout the UK