Service Desk Technician

5 months ago

Kilkenny, Ireland Glanbia Full time

The Opportunity

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

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 Technology support e.g. O365, Windows 10, Anti-Virus, SharePoint, Yammer, Web Browsers etc. 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 through our which allows 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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