IT Support Helpdesk - Hawk 3 Talent Solutions : Job Details

IT Support and Helpdesk

Malton, North Yorkshire YO17

£28,000 - £37,000 per annum which includes on call payment

Permanent Office based role

Commutable from Driffield, Pickering, Kirkbymoorside, York, Stamford Bridge, Scarborough

Shift work – Mon – Fri between (8hrs per day between the hours of 5am – 5:30pm)

You will need to hold a full UK driving licence

On call is 1 week in around 7. Mon – Mon. £300 flat fee plus extra paid if a call is taken.

The Role

The UK & ROI IT Service & Support team is tasked with managing and enhancing the service and support for end-user requests and incidents.This position demands strong IT and OT skills, a deep commitment to end-user satisfaction, and experience with a continuous improvement mindset. The role has a particular focus on supporting factory systems and maintaining data accuracy. The successful candidate will be responsible for implementing functional changes and driving business process improvements.As the primary point of contact for IT Service within the business, this role involves direct interaction with customers, addressing IT incidents and requests.

Duties

• Being part of the on-call rota, weekends and out of hours
• Spending time both within the factory and the office delivering factory IT support.
• Setting up Product Codes and producing sample labels ahead of production.
• Manage the process of change effectively.
• Recognise areas for internal improvement and suggest changes.
• Be part of the support team maintaining a shift rota and cover to support the business in and out of agreed hours.
• Support the Operational Technology across the plant, factory stock systems, labelling, machine software, etc.
• Work to agreed service-level metrics, including average response time, first-contact resolution rate, mean time to repair and customer satisfaction.
• Follow and strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.

The Person

• A strong focus on customer service.
• Good understanding of factory layout, processes and workflow.
• An inquisitive mind with ability to see and solve basic problems.
• A strong Team work ethic but the ability to work on your own.
• Has a Continuous Improvement mindset.
• A solid passion for IT & Technology and application of it
• A strong desire to learn and develop within an IT function
• Ability to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach, a Sense of ownership & Professionalism.
• Demonstrates relevant IT literacy.
• Proven conflict management skills
• Preferred - Knowledge of IT service desk tools and best practices
• Ability to work with Accuracy, Attention to detail, Deliver to timelines, Methodical approach, a Sense of ownership & Professionalism.
• Demonstrates relevant IT literacy.
• Work on their own initiative

Benefits

• Free on site parking
• 8% pension

If you would like to apply for the role of IT Support Helpdesk then please email your CV to   or call Deb on

Closing date is 4.1.2025 Please note this could change subject to suitable applications.

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Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future