Sr. Desktop Support Analyst

Portfolio Business: CP Kelco 

Have you heard the big news? As of November 15th, CP Kelco has become part of Tate & Lyle PLC!  

The combination of our two companies is highly complementary, enhancing our Sweetening, Mouthfeel, and Fortification platforms, while also strengthening our capabilities in consumer and industrial applications. We’re unlocking new opportunities and delivering an even more compelling value proposition to our customers with a leading global portfolio of specialty food and beverage ingredients and a world-class team of food science experts. Together we are uniquely positioned to meet the rising consumer demand for healthier, tastier, and more sustainable food and beverages placing us at the center of the future of food.

Join us and be part of this transformative journey! We’re looking for passionate individuals ready to make an impact in a thriving environment where innovation and expertise meet. Don’t miss your chance to contribute to a company that values creativity and collaboration, and to be part of a team that’s shaping the future of food.

Join us as we build this transformative organisation — apply today!

Position Summary

The Sr. Desktop Support Analyst is an IT On-site support position that provides first-level and escalated end user support, both on-site and remote, including receiving in-bound calls and responding to service call inquiries. This position performs troubleshooting and documents steps taken to resolve incidents and service requests using a ticketing system and providing timely resolutions to end users. In addition to daily desktop support, this position may act as the sole or partnered subject matter expert and single point of contact to the site business leadership team regarding IT responsibilities. This role will work closely with IT Site Manager to fulfill the business demands of the site they support. This role works closely with functional support teams within the infrastructure, application, and operational technology groups. The Sr. Desktop Support Analyst may be asked to lead projects and work closely with vendors to implement solutions that meet business demands. This position supports and enforces information technology (IT) policies, hardware and software lifecycle.

Principal Duties & Responsibilities

• This position will be responsible for a customer service-oriented and proactive approach to resolving technology issues for all levels of end users. This includes extensive experience with desktop hardware, software applications, operating systems, telephony, and network connectivity. Continuous improvement and a holistic approach are also key qualities for the role.
• This position performs preventative maintenance and repairs on computers, laptops, printers and other related equipment (mobile devices, Conference room Audio and Video for example but not limited to); and installs, upgrades, supports and troubleshoots equipment and Windows 10/11 applications. With guidance from IT Ops Team, this position may support server and networking equipment as well.
• Maintain close relationships with site leaders to understand, prioritize and provide solutions to the business.
• Build and maintain a close working relationship with your internal peers and the larger IT organization to provide services around networks, hosting, process control, monitoring and IT security
• Manage 3rd party service providers to meet and exceed SLA commitments. Leverage external partners and vendors to enhance effectiveness as needed
• Ensure Site-IT Infrastructure lifecycle management and align to capacity growth proactively with accurate forecasts

Specialized/Technical Knowledge or Required Skills

• Responsible for managing the local escalation process of problems to appropriate support personnel. Evaluate business needs and alignment of work environment for possible process improvements and implement accordingly.