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Service Desk Technician

Date: Nov 24, 2021

Location: Kilkenny, KK, IE

Company: Glanbia

Glanbia Business Services Vacancy
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 and will report to the Global Service Desk Supervisor.

 

The base location of the role will be Kilkenny with a blended working arrangement available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance.

 

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.

 

 

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.