Service Desk Team Leader

Job Title: Service Desk Team Leader

Location: Peterborough, Lynchwood Business Park (Hybrid 1-2 days per week in office)

Do you have experience of leading a team of IT professionals? Are you enthusiastic about supporting an efficient team to provide high quality Service Desk services? We have an exciting new opportunity to recruit a new Team Leader to support a new Service Desk Plus function, where the team are set to provide seamless service to AB Agri, a major business unit within ABF.

Based at our Business Technology Services in Peterborough, the Service Desk Team Leader will oversee the Service Desk Plus Team team as they act as the first point of contact for all IT issues and queries, guiding them through the triage process to resolve issues promptly or assign them for further assistance. With a comprehensive focus on leadership, communication, and customer service, you will drive continuous improvement in team performance and service delivery across multiple contact channels.

What you'll be doing:

• Management of all staff responsible for being the single point of contact for all IT issues and queries
• Act as a single point of contact for all IT issues and queries.
• Ensuring the team are receiving and accurately log all details of AB Agri customer contacts, via multiple channels (phone, email, chat, self service).
• Provide technical IT support to AB Agri users, troubleshoot tickets and make precise decisions on the right path for resolution of the customer enquiry i.e., concluding as a First Time Fix or assigning to 2nd or 3rd party resolution teams.
• Use appropriate technology and technical knowledge to enable the accurate and timely diagnosis of issues.
• Where appropriate used personalised decisions and actions to add value by resolving the customer’s enquiry at the point of contact.
• Perform quality checks on ticket to ensure processes are followed.
• Provide support for Business Application and Office 365, including administration i.e. access management, Microsoft InTune management, licencing, O365 application suite support etc.
• Build and maintain relationships with internal and external stakeholders and third party suppliers.

What you'll bring:

• ITIL Service Management Foundation (V4) Qualification or experience of working in an ITIL focused Service Desk environment
• Experience of working within an IT Service Desk environment
• Intermediate understanding of Microsoft Application Suite including Azure, O365, Productivity Apps
• Basic network and server troubleshooting skills
• General understanding of PC architecture
• Intermediate PC troubleshooting skills
• Experience with cloud, desktop and server operating systems

Location

Hybrid, a mix of office and homeworking. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture.

Associated British Foods Business Technology Services are continually reviewing our benefits to ensure our staff feel rewarded…

Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world’s second-largest producer of both sugar and baker’s yeast and our grocery brands occupy leading positions across the globe meaning that, in the UK, nine out of ten households use our brands.

Associated British Foods Business Technology Services (BTS) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23 countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we’re looking for people who are eager to join us in supporting and delivering this vision.

We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees.

• AB Foods BTS match up to 10% pension (contributory)
• Up to 10% Bonus
• Opportunity to buy up to 5 days holiday per calendar year
• Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita
• 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary

We’re looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you.

All recruitment activities into our ABF BTS team are supported by our AB Agri business.

Making your application

Ready to apply? Great! Simply register your details and upload your CV via our careers website – it usually takes just a few minutes.  Please do not delay making your application. In the event of a high candidate response to this vacancy we may close the application period before the date shown and without notice.

So that we can support you to perform at your best, please let us know of any adjustments that may be required throughout the recruitment process by emailing [email protected]

As part of your application, we ask you to answer some equal opportunities questions that help us to monitor how inclusive our recruitment process is and identify areas we can improve in. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions with no impact on your application.

ABF BTS recruitment is supported by our AB Agri group and we politely request no contact from recruitment agencies or media sales. We have a PSL and do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.