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SalaryGlanbia Business Services
IT Service Desk Senior Technician
Join this dynamic team focused on delivering better nutrition for every step of life's journey.
The Opportunity
This is a permanent position, providing technical support to users based our Melbourne and across the globe. The successful candidate will also provide additional support via phone and MS Teams to remote locations. The technician will report to the US Service Desk Team Lead.
Key Accountabilities
- Provide client support and technical issue resolution to all end users. Support includes Windows 10, Office 365 applications (Outlook, Teams, etc), mobile devices, collaboration and productivity infrastructure. Support will be handled via face to face, E-Mail, phone and other electronic medium
- To be the “go to” person at this location and to provide a VIP end user service on site
- Be the “Hands On” IT person at this site to assist other IT teams
- Network support of LAN and WAN
- Hardware build activities - PC platform
- Software deployment of Glanbia standard builds to clients
- Full Disk Encryption and Anti-Virus compliancy
- Print management
- Telephony/VC support
- Site access control
- Adhere to company policies and procedures
- Read technical manuals, meet with end-users, and conduct computer diagnostics to investigate and resolve incidents and problems
- Liaise with other Global Technology Services teams and Business Unit IT personnel on escalations and service delivery
- Participate with the rollout of new onsite technologies - participate in pilot testing and liaise with other IT and Non-IT teams
- Work with external third party Service Providers
- Register incidents and service requests in the Call Management System - Ivanti
- Manage end users expectations regarding the service
- Create clear and concise technical documentation
- Bachelor's Degree in IT or relevant work experience
- MTA, MCSA, CCNA, ITIL Foundations, and/or ITIL Practitioner certifications preferred
- Previous face to face or IT customer service role
- Focused on and driven to provide the highest quality of customer service
- Highly developed oral and written communication skills
- Ability to work unsupervised, to work as part of a global team and to take responsibility for the prioritization and completion of tasks
- Creative and effective problem solving skills
- Ability to remain calm under pressure and instill confidence in end users
- Eager to self-learn and take ownership of your career
The opportunity will be based at our office in Mount Waverly with hybrid working arrangements available through our Smart working model 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.
