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IT Service Desk Senior Technician

Date: May 30, 2019

Location: Downers Grove, IL, US, 60515

Company: Glanbia

Glanbia Plc

IT Service Desk Senior Technician – Downers Grove

Due to an internal promotion, a vacancy has arisen for an IT Service Desk Senior Technician at Glanbia PLC in Glanbia Nutritionals Office, in Downers Grove. This is a permanent position, providing technical support to users based at this location and 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 one of the “Hands On” IT people 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
  • 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: Chicago