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Service Operations Analyst

Date: Jun 14, 2019

Location: Kilkenny, D, IE

Company: Glanbia

Glanbia Business Services – Vacancy

Service Operations Analyst (2nd Level IT support)


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


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 – LANDesk 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.