Service Desk Technician

Glanbia Business Services (GBS)

IT Service Desk Technician 

A vacancy has arisen for an IT Service Desk Technician at Glanbia Business Services in Kilkenny. This is a permanent position, based in Kilkenny 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

Requirements 

Qualifications 

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

Skills & experience

• Focused on and driven to provide the highest quality of customer service and ability to adapt language and style to audience
• Previous customer service role/technical support role advantageous
• 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

Competencies 

• 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.