IT Helpdesk Support

Job Description
We are currently seeking a proactive and technically skilled IT Service & Support Technician to join our growing IT team. This role focuses on supporting factory IT and operational technology (OT) systems, delivering exceptional service to internal users, and contributing to continuous improvement initiatives.

If you’re passionate about IT, thrive in a manufacturing environment, and are eager to make a difference through smart technology support – this could be the role for you.

• This role is ideal for someone with strong IT fundamentals, a customer-focused mindset, and a hands-on approach in an FMCG setting.
• Previous experience in a support-based IT role – preferably within a manufacturing environment
• Strong customer service focus with a proactive and approachable attitude
• A solid understanding of factory layouts, production processes, and workflow
• Curiosity and problem-solving ability – able to spot inefficiencies and propose solutions
• A collaborative attitude with the ability to work independently when required
• A continuous improvement mindset and enthusiasm for learning and growth
• Demonstrable IT literacy and technical aptitude across various systems
• Methodical and detail-oriented working style with strong time management
• Professionalism and ownership in handling service requests and system maintenance
• (Preferred) Familiarity with IT service desk tools and best practice standards
• Proven ability to handle conflict and manage priorities under pressure

• Competitive rates
• Online Benefits Hub
• Canteen
• Life insurance
• On-site parking
• Company pension
• Referral programme
• Health & wellbeing programme

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.

Your Key Responsibilities
As IT Service & Support Technician, you will:

• Serve as the first point of contact for IT incidents and service requests across the factory and office environments
• Support the day-to-day functionality of factory systems, including stock management systems, labelling technology, and equipment software
• Maintain data accuracy by setting up product codes and producing sample labels in preparation for production
• Participate in a shared on-call rota to provide out-of-hours support as needed
• Work both on the shop floor and in the office to resolve technical issues and keep operations running smoothly
• Identify and propose internal improvements to enhance efficiency and user experience
• Drive business process improvements by managing change and supporting implementation across systems
• Deliver against agreed service-level metrics including response time, resolution rate, and customer satisfaction
• Contribute to the continuous improvement of IT incident management and its integration with broader IT operations such as problem and change management

Support critical systems and play a key role in digital transformation across our factory operations.