Service Desk Technician

4 weeks ago

Kilkenny, Ireland TN Ireland Full time

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An opportunity exists for an IT Service Desk Technician in Glanbia Business Services, Kilkenny. This permanent position will report to the Service Desk Supervisor.

Responsibilities
  • Provide 1st line technical support and issue resolution to all Glanbia IT users/employees.
  • Support includes desktop applications, mobile devices, collaboration and productivity infrastructure via multi-channel support (Microsoft TEAMS, phone, email).
  • Hardware build activities and software deployment for Glanbia standard builds.
  • Mobility support e.g. VPN, Mobile phones & devices.
  • Network support – identifying where issues exist and Print management.
  • Customer focus with a positive, friendly demeanour as the interface of Global IT to the wider organisation.
  • 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.
  • Liaise with external third party Service Providers.
  • 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.
The Skills You Will Bring to the Team
  • Degree in IT or relevant work experience /MCP/MCSE /ITIL Foundation would be advantageous but not necessary.
  • 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.
Where and How You Will Work

The opportunity will be based in our offices in Kilkenny with hybrid working arrangements available, allowing you a greater choice in how you work and live, giving you a better work-life balance.

What We Would Like to Offer You

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts.

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