IT Onsite Support Coordinator

Company description:

About us:

We are FBC UK, Fox's Burton's Companies!...And we bake the UK's most incredible biscuits (we might be slightly biased, but we will leave that for you to judge). 
FBC UK was a match made in heaven, with two of the top UK biscuits manufacturers (Burton's Biscuits and Fox's Biscuits) coming together to create one unique, integrated company. 
We are home to famous iconic brands, including Maryland, Fox's, Jammie Dodger & Rocky, to name just a few. We bake our incredible biscuits at eight bakeries across the UK, located at Ilse of Arran, Livingston, Blackpool, Llantarnam, Edinburgh, Kirkham, Batley & Dorset. We also have offices for our supporting services in St Albans, Liverpool and Moreton. Together, we employ circa 4,000 amazing employees across all our locations.  
We are currently the second biscuit manufacturer in the UK market with a strong ambition of becoming the number two biscuit manufacturer worldwide.
We are proud to be part of the Ferrero enlarged family: such a fantastic and successful business. The Ferrero Group operates in more than 50 countries, with products sold in over 170 countries, represented by almost 38.000 employees worldwide, and a consolidated turnover of €12.7 billion (2020-21).
Along with our fantastic brand portfolio, we also have long-term agreements to manufacture several sweet & savoury snacks across Mars, Jacobs, and LU branded products. In addition, we are proud to be a strategic partner for many retailer-branded products.
Our employees make our business special. With strong family values, we believe FBC UK is a more prosperous and fun place to work with when people feel free to be themselves. We believe in the power of being authentic, entrepreneurial and supporting each whilst meeting our business goals. 
And don't forget… work hard but play harder!

Job description:

About the Role

We have an exciting opportunity to join our IT function here at FBC!

As part of the IT Operations team, you will be responsible for supporting HO business users with their day to day IT enquires and issues as well as the working alongside the wider IT team, Support Engineers, the AMS Service Desk and cross departmental teams, to ensure best for FBC-UK IT support is delivered.

What does your typical day look like?  

• Provide IT support, in person or via Teams & email, to ensure maximum productivity of the HO users in their use of IT equipment and solutions
• Ensure all issues are taken in a professional manner, with a high degree of customer service adhering to agreed service protocols and procedures.
• Take ownership of issues escalated to you by the IT Management team, or outsourced service partners e.g. ServiceNow incidents and requests, and proactively manage through to completion in a timely manner to meet departmental service level agreements (SLA).
• To allocate or escalate calls that cannot be dealt with to the appropriate support team internally or through external support partners.
• To proactively monitor incidents are passed over to the support teams and ensure where possible they are resolved within SLA.
• When required, pass calls over to a contracted third party and manage through to completion.
• Ensure users are supported so they can become self-sufficient in the use of site based audio visual and conference equipment
• To complete daily task / job list and administrative duties as agreed with the Local Infrastructure Manager.
• Install approved software on remote clients when appropriate.
• Assist in the procurement and distribution of mobiles phones, including administration of moves and changes.
• Ensure discretion when dealing with confidential information.

What are the key ingredients for the role?

• 1/2 or more years of experience in IT Support or similar role
• Can work independently as well as communicate effectively with the wider team
• Working within a team to deliver projects
• Support core working on site days at Head Office by attending on Tuesday, Wednesday and Thursday
• Flexibility to travel between sites as and when required 

Diversity Statement

FBC UK is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at FBC UK. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.