IT Service Desk Technician

Glanbia Business Services

IT Service Desk Technician

Join this dynamic team focused on delivering better nutrition for every step of life’s journey 

The Opportunity 

A vacancy has arisen for an IT Service Desk Technician at Glanbia Business Services. This is a permanent position and will report to the IT Service Desk Supervisor.

• Provide client support and technical issue resolution to all Glanbia IT users/employees.
• Support includes desktop applications, mobile devices, collaboration and productivity infrastructure via multi-channel support (phone, email, desk side, IM etc.)
• Hardware build activities and software deployment for Glanbia standard builds
• Technology support e.g. Outlook, Skype, SharePoint, Yammer, Browsers etc.
• Mobility support e.g. VPN, Mobile phones, Concur etc.
• Network support – identifying where issues exist
• Print management.
• Telephony support.
• Assist in User Administration; oversee the administration of Global Active Directory of the company’s global network.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Create knowledge documentation and share information with the team at the Global Service Desk.
• Liaise with 3rd level support groups and Business Unit IT personnel on escalations and service delivery.
• Adhering to client operational procedures and conducting daily checks.
• Liaise with external third party Service Providers.
• Register user support calls in the Call Management System – Ivanti.
• Ensure that Ivanti tickets are kept up-to-date and accurate and ensure that all notes and associated information relating to calls are added to the system in an appropriate manner.
• Conduct follow-ups to ensure problem resolution and/or service requests are completed to user satisfaction.

 The Skills you will bring to the team

• Degree in IT or relevant work experience
• MCP/MCSE /ITIL Foundation would be advantageous but not necessary
• Minimum 2 years previous customer service role/technical support role experience required.
• Focused on and driven to provide the highest quality of customer service and ability to adapt language and style to audience.
• Highly developed spoken and written communication skills.
• Flexibility to cover opposite shift patterns, daytime only, Monday to Friday.
• Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks.
• Ability to prioritise work tasks and work to service level agreements.
• Creative and effective problem solving skills.
• Ability to remain calm under pressure.

Where and how you will work  

The base location of the role will be Aurora, Illinois with a blended working arrangement available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance

What we would like to offer you!  

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts and a competitive salary

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

At Glanbia, our culture celebrates individuality, knowing that together we are more.