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Onsite Service Desk Analyst

Date: May 15, 2019

Location: Aurora, IL, US, 60504

Company: Glanbia

Glanbia Business Services - Vacancy

Onsite Service Desk Analyst

 

A vacancy has arisen for an Onsite Service Desk Analyst at Glanbia PLC in Glanbia Business Services Office, in Aurora, Illinois. This is a permanent position, providing technical support to users based at this location and across the globe.  The Analyst will provide support over the phone and Skype to remote locations.  The analyst will report to the US Service Desk Manager.
 

Key elements of the role

  • Provide client support and technical issue resolution to all end users. Support includes desktop applications, mobile devices, collaboration and productivity infrastructure.  Support will be handled via face to face, E-Mail, phone and other electronic medium
  • To be the “go to” person at this location and to provide a VIP end user service on site
  • Be the “Hands On” IT person at this site to assist other IT teams
  • Network support of LAN and WAN
  • Hardware build activities
  • Software deployment of Glanbia standard builds to clients
  • Full Disk Encryption and Anti-Virus compliancy
  • Print management
  • Telephony support
  • Site access control
  • Adhere to company policies and procedures
  • Read technical manuals, meet with end-users, and conduct computer diagnostics to investigate and resolve incidents and problems
  • Liaise with other Global Technology Services teams and Business Unit IT personnel on escalations and service delivery
  • Participate with the rollout of new onsite technologies – participate in pilot testing and liaise with other IT and Non-IT teams
  • Work with external third party Service Providers
  • Register incidents and service requests in the Call Management System – Ivanti
  • Manage end users expectations regarding the service
  • Create clear and concise technical documentation 

 

Qualifications

  • Bachelor’s Degree in IT or relevant work experience
  • MTA, MCSA, CCNA, ITIL Foundations, and/or ITIL Practitioner certifications preferred

 

Skills & Experience

  • Previous face to face or IT customer service role
  • Focused on and driven to provide the highest quality of customer service
  • Highly developed oral and written communication skills
  • Ability to work unsupervised, to work as part of a global team and to take responsibility for the prioritization and completion of tasks
  • Creative and effective problem solving skills
  • Ability to remain calm under pressure and instill confidence in end users
  • Eager to self-learn and take ownership of your career                      

 

Competencies

  • Energy, enthusiasm and drive
  • A team player who has the ability to motivate others, making it fun while getting the job done.
  • Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better
  • Adaptable and flexible in approach to work

 


Nearest Major Market: Aurora
Nearest Secondary Market: Chicago