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 demeanor as the interface of Global IT to the wider organization.
* 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.
Skills
* 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 the 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 prioritize work tasks and work to service level agreements.
* Creative and effective problem-solving skills.
* Ability to remain calm under pressure.
* Eager to self-learn.
Work Environment
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 Offer
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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