IT Service Desk Analyst

Technology plays a critical role in every part of our business, and we rely on responsive, reliable IT support to keep things moving. As an IT Service Desk Analyst at Refresco, you’ll be central to our operations — resolving issues, supporting users, and ensuring systems stay up and running across multiple sites. If you’re ready to take ownership, work with purpose, and grow your career in a fast-paced environment, we’d love to hear from you.

Role details

• Permanent
• Hybrid working
• Pension contributions
• Access to a 24/7 virtual GP for you and your family
• Life assurance
• Free eye care vouchers and discounts towards glasses
• An enhanced holiday allowance of 28 days plus bank holidays
• Purchase extra holiday (up to 3 days per year)
• Access to our award winning employee benefits platform offering discounts, cashback rewards, and access to more optional benefits
• Access to Grocery Aid – for free financial, personal, health and wellbeing support

Key responsibilities

• Serve as the primary point of contact for IT support via phone, email, portal, or chat; receive, log, and manage incidents and service requests using the Service Desk system.
• Deliver first and second-line support for hardware, software, and network issues across devices including smartphones, laptops, PCs, and printers; escalate complex issues as needed.
• Take ownership of incidents and service requests, ensuring timely updates and resolution while maintaining high levels of customer service and adherence to ITSM principles.
• Manage access control, onboarding and offboarding processes, and maintain a solid understanding of Active Directory.
• Create and maintain support documentation, self-help guides, and training materials; deliver basic in-house training and support knowledge sharing across the team.
• Ensure service delivery meets agreed KPIs and travel to remote sites when required to provide on-site support.

About You

We’re looking for an experienced IT Service Desk professional who thrives in a fast-paced environment and is skilled in supporting PCs, phones, operating systems, and configuration tasks. The ideal candidate will have strong troubleshooting abilities and a proven track record of delivering remote support across multiple sites. Ultimately, we encourage everyone to role model our core values of agility, responsibility, passion, excellence, and entrepreneurship as we believe these are what has made Refresco successful so far.

About Refresco

Refresco is the global independent beverage solutions provider for Global, National and Emerging brands, and retailers with production in Europe, North America, and Australia. Refresco offers an extensive range of product and packaging combinations from juices to carbonated soft drinks and mineral waters in carton, PET, Aseptic PET, cans, and glass. Refresco continuously searches for new and alternative ways to improve the quality of its products and packaging combinations in line with consumer and customer demand, environmental responsibilities, and market demand. Refresco is headquartered in Rotterdam, the Netherlands and has more than 13,500 employees. Our drinks on every table. That’s the Refresco vision. We’re a global business and currently produce 12 billion litres of soft drinks from 64 manufacturing plants in 12 countries and we’re only just getting started. We’re the proud owners of six drinks manufacturing sites within the UK. Our UK business provides a great place to work for over 1,800 employees, who produce private label soft drinks and fruit juices for all the leading retailers. Whether it’s packed in cartons, bottles or cans, we ensure that our products are made to the highest quality standards. Our products get where they need to be when they need to get there to meet the needs of our high-profile customers. Refresco believes that equal opportunity for all is fundamental to our company's values and all our applicants can expect fairness and transparency in our recruitment process.