1st Line IT Service Desk Technician

Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.

We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.

At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

Job Purpose:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. As a 1st Line Service Desk Technician, you will provide first-line support for all colleagues across the European business.

You will be responsible for logging and responding to incidents, service requests and resolving support requests, ensuring that service levels and targets are achieved whilst providing great customer service. The service desk team, work in a dynamic, fast-paced environment which provides IT support services over the phone, via email, in person (for walk-in customers) and self-service knowledge base articles.

The role will include but is not limited to:
Record incident and service requests in the central ticketing system (Jira).
Track and manage your assigned tickets, escalating to 2nd Line Technician where required.
Provide 1st line support for deskside/remote colleagues and site visitors, using a range of business-critical software solutions.
Support colleagues in the operation of a range of hardware including printers, scanners, and other external peripherals.
Identify and address areas of improvement through the publishing of Knowledge Base (KB) articles.
Deliver inductions and basic training in the use of facilities and services provided by IT.
Manage IT equipment that is issued or loaned to colleagues, including imaging and configuration.
Management of Active Directory, Exchange/365, Windows 10/11 and Office 365.
Participate in an On-Call rota for outside of normal business hours.

Candidate Profile:
Entry level understanding of legacy and current IT operating systems
IT Service Desk Experience in either Triage or 1st Line roles
ITSM Ticketing systems, SLA's, telephone support queue & Ticket handling
Supporting both deskside & remote users
Network cabling & troubleshooting
A driven individual that exemplifies a 'can-do' attitude, happy to go the "extra mile".
Great Customer and Team focus.
Well organised and able to work under pressure.
Excellent communication skills at all levels, both written & face to face
Team player but also happy to work alone at times.

The values you'll stand by:
Be generous with your knowledge, knowledge is only powerful if you share it with others.
Bring integrity, listen first and then speak.
Embrace transformation, be brave - it's easier to stick to what you know but we learn from our mistakes.
Have quality at the heart of what you do, always give your best and expect the same from others in return.

What we offer you:
Learning Hub : Enjoy flexible learning with access to a variety of in-house training programs tailored to your professional needs.
Employee Assistance Program (EAP) : Access professional support for mental well-being through our EAP system.
Exclusive Discounts: Benefit from special discounts at leading brands and retailers, as well as a generous employee discount on Lifeplus nutritional supplements and wellbeing products .
Mental Health First Aiders : Receive support from trained Mental Health First Aiders within the workplace.
Pension Scheme : Secure your future with our contributory pension scheme, offering up to 6% contributions.
Holiday Flexibility : Gain the freedom to buy or sell holiday days to suit your needs.
Gym Membership Savings : Stay fit with discounts on gym memberships.
Health and Wellness : Take advantage of our contributory hospital and health cash plan.
Cycle2Work Scheme : Promote a healthy lifestyle and reduce your carbon footprint with our Cycle2Work scheme.
Eye Care Vouchers : Keep your vision sharp with our eye care vouchers.
Life Assurance : Enjoy peace of mind with our comprehensive life assurance plan.

Additional offerings:
Complimentary tea and coffee to keep you refreshed throughout the day.
Enjoy fresh fruit, readily available within our breakout spaces.
Access to Lifeplus products as needed, supporting your personal wellness.
Annual social event to connect and celebrate with colleagues at our social get-together, fostering a sense of community and fun.

Hours and Days:

Monday to Friday, 37.5 hours a week rotating across 4 shift patterns:
A - 0645 to 1500
B - 0800 to 1615
C - 0900 to 1715
D - 0945 to 1800

Location:
Lifeplus House, Little End Road, St Neots, PE19 8JH

The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.
Please note: The successful applicant will be required to undertake a criminal record check.
Please advise us in advance if you have any special requirements if you are asked to attend an interview.

Job Type: Full-time

Pay: £25,500.00-£28,500.00 per year

Benefits:
Company pension
Cycle to work scheme
Employee discount
Enhanced maternity leave
Free parking
Gym membership
Health & wellbeing programme
On-site parking
Referral programme
Work from home
Schedule:
Day shift
Monday to Friday

Ability to commute/relocate:
St Neots, PE19 8JH: reliably commute or plan to relocate before starting work (required)

Experience:
1st line IT Service Desk: 1 year (required)

Work authorisation:
United Kingdom (required)

Work Location: In person