IT Helpdesk Technician - 1st & 2nd line support


Job Details


Sittingbourne - IT

Contract Type


Working Pattern

Full Time


Up to £25,000

Closing Date

02/12/2020 23:15

About IPL

At IPL our role is to improve the shopping experience of the Asda customer by driving great value, quality and availability of our products to ensure that we are Asda’s lowest cost, and sustainable supply chain partner. Our sustainable sourcing model supports Asda’s mission to help their customers to save money and live better lives.

We are one of the largest privately-owned food processing businesses in the UK and we have thousands of colleagues based across multiple sites.

About the site

Sittingbourne is the second largest of our operations where we also pack fresh fruit and vegetables.

Our pack house is in operation 24 hours a day, employing over 500 colleagues. We offer a broad range of roles based at site from Quality Assurance to Site Planners, Warehouse Operatives to Shift Operation Managers. We also have a small of number of support roles to facilitate the day to day running of the operation.

About the Role

Due to continued expansion and investment into our Group IT function we are now seeking an experienced Helpdesk Technician based at our Sittingbourne site.

The role will involve working as part of an established Service Delivery Team assisting in ensuring our Helpdesk team are meeting the needs of the business. You will join a team of 8 Technicians on a high volume Technical Service Desk. This is an excellent opportunity for an 1st and 2nd Line Technician to make the next step in their career working for a highly reputable local company that is a subsidiary of the world’s largest retailer.

Core hours: Monday – Friday: 8.30am – 5.00pm

Your key responsibilities will include:

· Meeting KPI’s ensuring that customer incidents and requests are resolved within the agreed SLA’s

· Managing own workload through good time management and prioritisation skills and assigning new incidents

· Following predefined Incident & Service Request Management and Change Management processes

· Escalating Problems and Trends to 3rd Line Team and Management

· Maintain Software and Hardware Asset Management

· Assisting in Service Acceptance and Transition

· Display a high level of customer service to all colleagues, customers and suppliers both remotely and face to face

· Adherence to all corporate and legal policies

· Be an active member of a 24/7 On Call Rota

Skills and Experience required:

  • Minimum of 18 months’ experience of working on a 1st and 2nd Line IT Support Helpdesk

  • Experience of ‘hands on support’, working with a diverse customer base, on a wide variety of incidents and service requests

  • Experience of working with predefined Incident and Change Management processes

  • Working knowledge of the following applications: Microsoft Operating Systems (Desktop & Server), Active Directory, Server & Desktop Management, Hardware including User Devices and Printers

  • Ability to organise own workload to business priorities

  • Excellent customer service skills, with the ability to adapt and be flexible based on the customer

  • The ability to work in a team, whilst being accountable for own actions

  • Significant attention to detail and accuracy

 Desirable Skills and Experience:

  • ITIL Foundation Certification

  • Experience of working within a FMCG/Manufacturing business

  • Ability and willingness to travel to other Sites

What’s in it for you?

We are a rapidly growing and exciting business, dedicated to the development of our colleagues and committed to creating a great place to work. In order to grow we need to find people already living our Values – Supportive, Trailblazing, Engaging and Principled.

In return we will offer you development, a competitive salary and benefits package, inclusive of:


  • 33 days’ annual leave (include bank holidays)

  • Annual Bonus Scheme

  • Enhanced Pension Scheme

  • 10% Asda Discount (terms and conditions apply)

  • Life assurance (4x base salary)

  • Health and wellbeing assistance programme

  • Free Parking



Your place in our world

Leader - IT Helpdesk Technician
IT Helpdesk Technician - 1st & 2nd line support