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For Companies At a Glance
- Tasks: Provide IT support and manage end-user requests in a dynamic factory environment.
- Company: Join a dedicated team enhancing IT services for a leading company in North Yorkshire.
- Benefits: Enjoy free on-site parking and an 8% pension plan.
- Why this job: Be the go-to IT expert, solve real problems, and drive continuous improvement in a supportive culture.
- Qualifications: Strong customer service focus, IT literacy, and a passion for technology are essential.
- Other info: On-call duties with additional pay and opportunities for personal development.
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 (url removed) or call Deb on (phone number removed)
Closing date is 4.1.2025 Please note this could change subject to suitable applications.
Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.
By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website.
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
IT Support Helpdesk employer: Hawk 3 Talent Solutions
Contact Detail:
Hawk 3 Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Helpdesk
✨Tip Number 1
Familiarize yourself with the specific IT service desk tools and best practices mentioned in the job description. This knowledge will not only help you during the interview but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Highlight any previous experience you have with factory systems or operational technology. Being able to discuss real-world examples of how you've supported similar environments can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service skills by preparing examples of how you've successfully resolved IT incidents in the past. This will illustrate your strong focus on end-user satisfaction, which is crucial for this role.
✨Tip Number 4
Demonstrate your continuous improvement mindset by thinking of suggestions for enhancing IT support processes. Being proactive about improvements can impress the hiring team and show that you're a forward-thinking candidate.
We think you need these skills to ace IT Support Helpdesk
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant IT skills and experiences that align with the job description. Emphasize your customer service focus, teamwork, and any experience with factory systems or IT service desk tools.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT and technology. Mention specific examples of how you've contributed to continuous improvement in previous roles and how you can bring that mindset to the position.
Highlight Relevant Experience: In your application, clearly outline any previous roles where you managed IT incidents or supported end-users. Include metrics or achievements that demonstrate your ability to meet service-level metrics and improve customer satisfaction.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects professionalism and attention to detail, which are crucial for this role.
How to prepare for a job interview at Hawk 3 Talent Solutions
✨Show Your Customer Service Skills
Since this role emphasizes a strong focus on customer service, be prepared to share examples of how you've successfully handled customer inquiries or resolved issues in the past. Highlight your commitment to end-user satisfaction.
✨Demonstrate Your IT Knowledge
Make sure to brush up on your IT and OT skills relevant to the position. Be ready to discuss specific technologies or tools you have experience with, especially those related to factory systems and IT service desk tools.
✨Emphasize Continuous Improvement
The company values a continuous improvement mindset. Prepare to discuss instances where you've identified areas for improvement in processes or systems and how you implemented changes effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common IT incidents you might encounter in a factory setting and how you would approach resolving them while maintaining data accuracy.
