Britain’s oldest brewer, Shepherd Neame, is an independent family brewery and pub operator based in the market town of Faversham in Kent. Beer quality is paramount, and we have won more than 40 international awards for our beer in the last five years. Our popular range of ales and lagers, available on draught and in bottle, include Spitfire, Bishops Finger, Master Brew and the new Whitstable Bay Collection. We also brew speciality beers such as Asahi and Samuel Adams Boston Lager under license.
A rare opportunity has arisen for an IT Service Support Analyst to join our award-winning team. We are looking for an enthusiastic self-starter who shares our passion for excellence.

Reporting to the IT Services Manager, you will be responsible for:
• Providing IT Service desk (1st line) and Desktop Support (2nd line) services across the business;
• Recording and prioritising calls raised and monitoring all queues owned by the IT Servicedesk;
• Providing 1st/2nd line support for PCs, laptops, tablets, printers and mobile phones etc.;
• Ensuring that IT services are delivered within SLA’s;
• Documenting support processes & procedures in a timely manner.

The ideal candidate must have a knowledge and experience of:
• IT service support and processes;
• Operational knowledge of PCs, servers, printers and basic networking;
• Technical skills to 1st/2nd line level Windows 7 and above.
• The IT Servicedesk and Service Support is the “face of IT” so you must be customer-focused and friendly.
• Call management (which requires attention to detail, accuracy and an ability to follow process).
• Working knowledge of Microsoft Office (Excel, Word, and Outlook).
• An understanding of SAP would be an advantage,
• Also an understanding of ITIL would be an advantage, along with relevant MCP/MCSE certification.
• Proven experience working in an IT Servicedesk or support role.

You will also need to hold a full and valid UK driving licence as travel to external sites and pubs across the South East will be required.

Working times are Monday to Friday and rotated within the department to ensure cover (08:00 to 16:30 or 09:00 to 17:30). Please note occasional evening and weekend working may be required,

This is a full-time, salaried position with associated Company Benefits.

Please send your C.V.by e-mail to; hr@shepherd-neame.co.uk, also please state the Role Reference of the position in the subject line of your email.