IT Service and Support Analyst

Sofina Foods Europe; Leeds; On-site; GBP 32,000 - 48,000; Full time

Job summary

Sofina Foods Europe is seeking an IT Service & Support Analyst to join our UK & ROI IT team, delivering reliable IT and Operational Technology services across the business. You will support colleagues with IT/OT issues, manage service requests and incidents, and contribute to system enhancements that improve how the business operates.

Working with users across functions, you’ll help deliver a positive end-user experience while supporting ongoing development of our technology services.

Qualifications

• Experience providing IT/OT support in a service environment.
• Ability to manage incidents and service requests effectively.
• Strong interpersonal and written/spoken communication skills.

Responsibilities

• Provide effective IT and OT support to users across the UK and ROI.
• Manage and resolve service requests and incidents in a timely and professional manner.
• Support delivery of functional system changes and business process improvements.
• Collaborate with colleagues to understand requirements and identify solutions.
• Investigate technical issues, identify root causes and implement corrective actions.
• Deliver high-standard customer service and support to end users.
• Contribute to continuous improvement initiatives across IT processes and services.
• Take ownership of issues through to resolution with clear communication.
• Record and manage incidents and updates using ITSM tools.
• Work with wider IT team while handling tasks independently.
• Maintain flexibility to support evolving business requirements

Skills

IT support

OT systems

Incident management

Service requests

Customer service

Problem solving

Communication

Team collaboration

Root-cause analysis

Continuous improvement

Job description

Help shape and improve the technology experience across our business

At Sofina Foods, technology plays a vital role in supporting our colleagues, operations and customers. We're looking for an IT Service & Support Analyst to join our UK & ROI IT team and help deliver reliable, effective and customer-focused IT and Operational Technology (OT) services across the business.

This is an exciting opportunity for someone who enjoys solving problems, working with people and finding better ways of doing things. You'll support colleagues with IT and OT issues, manage service requests and incidents, and contribute to system enhancements and continuous improvement initiatives that help the business operate more effectively.

Working closely with users and colleagues across multiple functions, you'll play a key role in delivering a positive end-user experience while supporting the ongoing development of our technology services.

Key Duties:

• Provide effective IT and OT support to users across the UK and ROI
• Manage and resolve service requests and incidents in a timely and professional manner
• Support the delivery of functional system changes and business process improvements
• Work closely with colleagues to understand requirements and identify effective solutions
• Investigate technical issues, identify root causes and implement corrective actions
• Deliver a high standard of customer service and support to end users
• Contribute to continuous improvement initiatives across IT processes and services
• Take ownership of issues through to successful resolution, ensuring clear communication throughout
• Accurately record and manage incidents, requests and updates using IT service management tools
• Collaborate with the wider IT team while confidently managing tasks independently
• Maintain a flexible approach to support evolving business requirements

The Ideal Candidate:

We're looking for someone with a passion for technology, strong problem-solving skills and a commitment to delivering excellent service.

You’ll ideally have:

• A strong customer-focused approach with excellent interpersonal skills
• A genuine interest in IT, technology and how it can support business performance
• Experience supporting users within an IT service environment
• Strong analytical and problem-solving skills with a solutions-focused mindset
• Excellent written and verbal communication skills
• The ability to build positive working relationships across different teams and functions
• A proactive approach, with a strong sense of ownership and accountability
• High levels of accuracy and attention to detail
• The ability to manage priorities and work effectively in a fast-paced environment
• Confidence working independently as well as collaboratively within a team
• A continuous improvement mindset and a willingness to learn and develop

It would be advantageous if you also have:

• Experience within an FMCG, food manufacturing or wider manufacturing environment
• Exposure to Operational Technology (OT) systems and support
• Familiarity with IT service desk tools and IT service management processes
• Knowledge of continuous improvement methodologies and business process improvement

Why join Sofina Foods?

At Sofina Foods, we're committed to developing talented people and creating opportunities for long-term career growth. You'll be part of a collaborative IT team that supports colleagues across the business while helping to deliver technology improvements that make a real difference.

This role offers broad exposure to both IT and operational systems, the opportunity to work on improvement projects, and the chance to build valuable experience within a growing international food business.

About Sofina

Sofina Foods is more than just a food company. It’s a place where you can grow your career, learn new skills, and make a positive impact.

With a wide range of meat and seafood products that delight consumers worldwide, Sofina Foods is always looking for talented and passionate people to join its team of over 13,000 employees across 40 sites in Canada and Europe.

At Sofina Foods, you will be part of a culture that values innovation, quality, sustainability, and customer satisfaction. You will work with diverse and delicious products that are sourced responsibly and sustainably from over 50 different protein sources from 5 continents.

Our vision is to be the most successful food company in the world. If you are looking for a rewarding and exciting career in the food sector, Sofina Foods is the place for you.

Equal Opportunities

Sofina Foods is proud to be an equal opportunities employer. We’re committed to building a diverse and inclusive workplace where everyone feels valued and respected.We welcome applications from people of all backgrounds and experiences – regardless of age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation