2nd Line Desktop Support in Nuneaton

SDUK's brands include the Nations favourite cheese brand Cathedral City plus other well‑known butter & spreads (Clover, Country Life, Vitalite, Utterly Butterly), dairy ingredients and dairy free products. This second line desktop support role (internally titled as IT Coordinator, Desktop) is where you will provide technical support across a broad range of IT equipment and systems. It is a role which will utilise hands‑on troubleshooting to ensure optimal performance of end‑user computing environments. The role will be primarily based at our largest production site in Nuneaton and offer additional remote and in‑person support at our sites in Liverpool and North Yorkshire. Due to the remote location of sites, a full, valid driving license is required.

This is a position where you will be the escalation point for our service partner that delivers first‑line support, addressing a range of queries and requests, and working with stakeholders at all levels of the business. You will add further value to the business by documenting and sharing knowledge with peers to ensure swift resolutions to any repeat challenges and working to proactively identify and deliver long‑term solutions. With upcoming projects at multiple sites, this is an opportunity to help drive further improvements across the business operations from a technological perspective.

YOU'LL MAKE CONTRIBUTIONS THAT MATTER BY:

• Providing deskside and remote support for IT equipment (including PCs, mobile devices (Android and iOS), printers, copiers, and video conferencing systems), setting up equipment and access for new starters, and ensuring access deactivation.
• Monitoring and managing support tickets, ensuring incidents and requests are resolved within defined SLAs, collaborating with internal and external support teams to troubleshoot and resolve issues related to end‑user systems and networks.
• Coordinating setup and deployment of IT systems and devices using Microsoft SCCM (Intune) and Autopilot.
• Supporting with IT projects and enhancements, providing technical input and support through go‑live, hyper‑care and BAU support.
• Ensuring adherence to cybersecurity best practices and policies, including endpoint protection and data loss prevention.
• Continuing to develop and maintain knowledge and technical capabilities across diverse and dynamic hardware, technologies, platforms, and applications.
• Working collaboratively with other departments to ensure an effective and efficient service.

YOU'RE BEST SUITED FOR THE ROLE IF YOU ARE:

• A service‑and target‑driven technical customer service or end‑user support professional with second‑line level experience with a strong troubleshooting background.
• Experienced within a large, global IT environment, with excellent verbal and written communication skills and comfortable working with stakeholders at all levels.
• Proficient with Windows 11, Office 365, Android/iOS, and IT management tools (e.g. SCCM, Active Directory).
• Experienced with Service Management, Service Operations, Service Desk and Incident Management using ITSM tools such as Remedy or ServiceNow.
• Able to work independently and as part of a team whilst managing workload effectively.

WE SUPPORT AND CARE FOR OUR EMPLOYEES BY PROVIDING YOU WITH:

• Bonus scheme paid quarterly.
• Autonomous and inclusive working environment.
• Opportunities for progression within the UK and overseas.
• Enhanced employer pension contributions.
• Health cash plan - claim money back towards essential healthcare such as dental, eye care etc.
• Access to Thrive 24‑hours a day - a leading and NHS clinically approved app which focuses on general wellbeing.
• Long service recognised every 5 years.
• Life assurance up to 4 x contractual pay.
• Discounted branded products.
• Free, onsite parking.
• Subsidised staff restaurant.
• 25 holidays + 8 bank holidays.
• My Staff Shop - access to exclusive benefits, free advice and savings - providing great discounts from thousands of the UK's largest retailers & service providers.

We support employment equity. Saputo strives to embed diversity and inclusion in its operations and invites candidates from all horizons to join our team. To enable you to bring your best we will ensure you are provided with any physical or non‑physical adjustments to support your participation in the job application and interview process.