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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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