COMPANY DESCRIPTION

Wren Laboratories Ltd is the company behind Optibac Probiotics, the UK’s most recommended range of friendly bacteria supplements. We believe in cultivating an environment where talent thrives, ideas flourish, and every team member plays a crucial role in our collective success.

As scientists discover more about the important role of the gut in overall health and wellbeing, the global demand for probiotic supplements is increasing dramatically and as the experts in friendly bacteria, specialising entirely in live cultures, we are committed to producing a high-quality supplement range containing some of the most researched strains in the world, developed in the world’s leading laboratories.

Our award-winning range is sold in the UK, Ireland and many international markets via multiple different sales channels including pharmacies, health food stores, grocery, online retailers, marketplaces and Complementary & Alternative Medicine (CAM) practitioners.

Pioneers of the probiotics supplement category, Optibac has long been championing the gut health revolution, tirelessly educating professionals and consumers alike on the benefits of friendly bacteria in maintaining overall health and wellbeing.  Our continual mission is to ‘empower millions of people to change their lives with the power of probiotics’.

A highly ambitious company who believe in really making a difference to people's lives through their product range, maintaining a vibrant & inspiring workplace and to giving back to wider society through charitable giving. To date Wren Labs has donated over £2m to charitable causes.   

As a family-run business we have a strong focus on work-life balance and ensuring contributions are recognised and valued.

MAIN PURPOSE & SCOPE OF THE JOB 

The IT Support Technician is responsible for providing technical assistance and support to end-users, resolving hardware and software issues, and ensuring the smooth operation of our IT systems. This role requires excellent problem-solving skills, strong communication abilities, and a commitment to delivering high-quality service.

Flexibility is essential at Wren Laboratories, with all teams working closely together to support and develop the ‘Optibac’ brand, so occasional additional support duties may be required in other areas of the business.

TASKS & RESPONSIBILTIES

This document outlines the duties required of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may vary from time to time but these would not change the general character of the job or the level of responsibility.

The post covers the following key areas:

Technical Support

• Respond to and resolve IT support requests via phone, email, or in-person.
• Provide first line fault finding, troubleshooting, and fault resolution either remotely or on-site.
• Provide support for all types of IT equipment including desktop computers, laptops, mobile devices and printers.
• Accurately log all calls and actions within the Helpdesk software.
• Supporting stakeholders in the use of computer equipment by providing necessary training and advice.
• Taking ownership of any reported technical problems while maintaining a high degree of customer service.
• Producing statistics each month on Helpdesk issues.
• Managing bespoke software.
• Maintaining user security on all systems in accordance with company security policies and guidelines.
• Escalating problems to the next level of support if required.
• Assisting with IT department admin tasks when required.
• Adhering to the company's quality procedures.
• Working within agreed Service Level Agreements.

DESIRABLE SKILLS & ABILITIES

• Strong administration skills
• Familiarity with business software such as Microsoft Office
• Continually demonstrate confidentiality, discretion and dependability
• Strong communication skills, both written and verbal
• Flexibility, ability and willingness to learn and pick up new processes. 
• To enjoy working with people and as part of a team
• Tact and diplomacy
• The ability to work independently
• The ability to work accurately, with attention to detail
• Demonstrate driven, hardworking and self-motivated attitude.
• The ability to prioritise tasks in order of importance and meet deadlines efficiently.

KNOWLEDGE, QUALIFICATIONS & EXPERIENCE

• IT certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are advantageous but not required.
• Previous experience in an IT support role.
• Familiarity with Helpdesk software and remote troubleshooting tools.