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Service Desk Analyst

Date: Feb 8, 2021

Location: Kilkenny, KK, IE

Company: Glanbia

Glanbia Business Services Vacancy
IT Service Desk Analyst


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


Key Elements of the Role

  • 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.


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


Skills & Experience 

  • 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.
  • Eager to self-learn.



  • 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.
  • Adaptable and flexible in approach to work.
  • Looks beyond the obvious and doesn’t stop at the first answers.
  • Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better.
  • 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.