Service Centre Analyst

At Premier Foods, we create the food the nation loves for modern life.

We’re one of Britain’s largest branded food companies, employing around 4,000 people in over 14 sites across the country, and supplying a range of retail, wholesale, foodservice and other customers with some of Britain’s best-loved brands. Those brands include Ambrosia desserts, Batchelors convenient meals, Bisto and OXO stocks and gravies, Loyd Grossman and Sharwood’s cooking sauces, and Mr. Kipling cakes.

Chances are you have one of our products in your home, as over 95% of British households bought one of our products last year.

Location Salary Function Closing date
Stoneham, near Southampton Competitive Package IT 3-7-2017

Job description

Service Centre Analyst
Based in Stoneham, near Southampton.
The IT Service Centre team at Premier Foods are responsible for driving the IS solutions that will enable the achievement of our business goals.  Exciting growth plans within the IT team have lead to the need for us to recruit five Service Centre Analysts to be based at our Stoneham site.  As IT Service Centre Analyst you will…..
  • Be the first point of contact for all Premier Foods IT system users, raising incidents and service requests via telephone, portal or mobile app.
The key to success in this role will be the establishment of the working relationship with all Premier Foods IT and Business Teams and the organisations selected 3rd party suppliers.
This is a fantastic opportunity to be part of a team that will look to transform IT support from the traditional over the phone model to interactive social media/chat platforms.
Key Accountabilities and Responsibilities:
  • To maintain full lifecycle ownership of all IT incidents & service requests from logging to resolution & closure
  • To act as the primary point of contact for all IT Teams, suppliers and end users for escalations into the Service Desk
  • To act as the first point of contact for 3rd party suppliers raising incidents and service requests for the attention of the Premier Foods IT Team
  • To ensure incident SLA’s are met
  • To  ensure Problem & Change Management process is fully understood and adhered to by the Service Centre function and to engage and administer these processes
  • To manage alerts and events that are detected on the Premier Foods network through monitoring tools
  • To work collaboratively with the IT organisation and business teams to align IT and business requirements
  • To propose process improvement initiatives for the Service Centre and identify and drive performance and operational improvements
  • To ensure that all incidents and associated escalations are effectively and promptly resolved and that the underlying quality of the services provided are subject to continuous improvement
  • To demonstrate an agile and fluid approach to challenges and escalations
  • To work across organisational boundaries, facilitating collaboration, and identifying synergies
Experience and Competencies:
  • Higher Education IT related qualification
  • Windows Operating Systems and Microsoft Office/Google Apps packages
  • Proven analytical  and problem solving abilities
  • Strong customer service ethos

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Brands people love

You'll find one of our much loved brands in 96% of British households.

Our brands

100 years of history

When were Mr. Kipling cakes invented? Where does the name Bisto come from?

Our heritage

Playing our part

Caring for the environment, and building trust in our supply chain.

Our part

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