Briefing Analyst handling contract administration and auditing responsibilities for Booz Allen. Collaborating with clients and internal teams to ensure effective service delivery, while maintaining compliance with contractual terms.
About the role
- Provide first-line IT support to approximately 4,000 colleagues at Premier Foods in Winchester. Engaging through various channels and ensuring high-quality service and incident resolution.
Responsibilities
- Provide first-line IT support to our internal user base of approximately 4,000 colleagues
- Handle contacts from colleagues through various channels, including telephone, IT portal, chatbot, and instant messaging
- Own incidents and service requests from creation to resolution
- Ensure KPIs are achieved
- Act as the primary point of contact for all IT Teams, Support Partners, and end users for escalations
- Provide 1st line technical support to our internal colleagues via telephone, chat, and IT Portal
- Ensure all tickets are logged, prioritised, and resolved within SLA
- Handle all queries professionally and efficiently, maintaining a high degree of customer service
- Provide technical hardware and application support
- Escalate tickets to the relevant person when required
- Ensure out-of-date knowledge documentation is promptly brought to the attention of the Knowledge and Digital Analyst
- Maintain user security on all systems
- Maintain and update the IT Status Page to ensure accurate and timely information is available for all users
- Responsible for sending out communications as directed during High Priority Incidents
- Manage assigned workload and handle multiple work streams to meet agreed deadlines
- Proactively identify and plan service improvement initiatives
- Build working relationships with internal IT colleagues to aid personal development and collaboration
Requirements
- Proven excellent customer service skills
- Strong interest in IT
- A proactive attitude to work and a willingness to learn new skills
- Adaptable and operates with integrity
- Eye for detail
- Organised, diligent, with a strong work ethic
- Cool head in a crisis, able to juggle multiple priorities
- Task-focused with a drive for quality and excellence
- Ability to work well as part of a team as well as independently, using your own initiative
- Excellent communication skills, both written and verbal
- 1 or more years’ experience in an IT support role
Benefits
- Competitive salary
- Car Allowance
- Bonus
- Up to 7.5% pension
- Life assurance
- Wide range of online and in-house training
- Access to an employee discount scheme, with access to hundreds of nationwide retailers
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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