IT Service Desk Operations Analyst

Date: 20 May 2023

Location: Kilkenny, KK, IE, R95 DXR1

Company: Glanbia

Glanbia Business Services

Service Operations Analyst


A vacancy has arisen for a Service Operations Analyst at Glanbia Business Services in Kilkenny. This is a permanent position in a second level IT support role reporting to the Global Service Desk Team Lead.


This role is at Professional level 1 on the Career Framework.


Key elements of the role


  • Provide client support and technical issue resolution to all end users in a global environment.  Support includes desktop applications, mobile devices, collaboration and productivity infrastructure via face-to-face support, E-Mail, phone and other electronic medium.
  • Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
  • Hardware build activities of Glanbia standard builds.
  • Software deployment of Glanbia standard builds to clients.
  • Server management alert monitoring and troubleshooting.
  • Network alert monitoring and troubleshooting.
  • Maintain security and compliance levels in line with security policies.
  • Print management.
  • Telephony support.
  • Liaise with other Global Technology Services teams and other Business Unit IT personnel on escalations and service delivery.
  • Collaborate with 3rd level teams on projects, new technology testing and piloting and assisting with new rollouts.
  • Liaise with external third party Service Providers.
  • Mentor 1st line analysts – creating knowledge documentation, sharing information and training.
  • Secondment opportunities with other Business Units: providing on-site support and gaining business insights.
  • Register and updating user support calls in the Call Management System – Ivanti Service Desk.
  • Report on support performance in line with IT Service Level Agreements.


Requirements for the role



  • Degree in IT or relevant work experience.
  • MCP/MCSE/CCNA/ITIL Foundation would be advantageous but not necessary.



Skills & experience

  • Focused on and driven to provide the highest quality of customer service.
  • Highly developed spoken and written communication skills.
  • Flexibility to cover opposite work patterns, daytime only, Monday to Friday.
  • Commitment to provide a high quality and professional service.
  • 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 SLA’s.
  • Creative and effective problem solving skills.
  • Ability to remain calm under pressure.
  • Eager to self-learn.



  • Good communication skills.
  • The energy, enthusiasm and drive to make it happen.
  • 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.
  • Looks beyond the obvious and doesn’t stop at the first answers – willing to challenge the status quo.
  • Easily makes connections among previously unrelated notions – able to trend issues.
  • Uses rigorous logic and methods to solve difficult problems with effective solutions.
  • Demonstrates responsibility for own continuing development of skills for knowledge and information management in the context of work.
  • Recognises that reflecting on experiences can help develop new insights which can improve own performance and help others to benefit from their experience through knowledge sharing.




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


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