ICT Technical Support Analyst

Date: 05-Jan-2022

Location: Dublin, Ireland

Company: Ornua Co-operative Limited



Ornua is a dairy co-operative which sells dairy products on behalf of its Members; Ireland’s dairy processors and, in turn, Irish dairy farmers.  It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide.  Headquartered in Dublin, it has annualised sales of over €2.3 billion and a global team of 2,850 employees.  Ornua operates from 10 business units worldwide, including 16 production facilities, and has sales and marketing teams working in-market across all four corners of the globe.


The Group is structured across two divisions: Ornua Foods and Ornua Ingredients.


Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Kerrygold Avantage, Forto, and BEO.  Markets are served by production facilities and in-market sales and marketing teams in Africa, Asia, Germany, Ireland, the UK, the rest of Europe, the Middle East, and the US.


Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of dairy ingredients to food manufacturing and foodservice customers across the world.  Ornua Ingredients is also responsible for managing volatility through de-risking and trading strategies. The business is supported by production facilities in Saudi Arabia, Spain, the UK, the US and by in-market teams in Africa and the Middle East.


Job Purpose:

Are you passionate about delighting your customers and helping them solve complex issues? Are you the person who enjoys technical challenges, thrives to learn, and develop skills beyond expectations? Then you are the right person to join our unique support team!


Ornua's ICT department in Dublin provides a centralized ICT service to group companies in Europe, Africa, Middle East, China, and America. Part of the ICT Department, the TechHelp team is responsible for providing a centralized single point of contact for our user base. Our customers can contact TechHelp via email, a service portal or Phone.


We require an experienced IT Technical Support Analyst to take a key role in the ongoing support of the ICT environment at our corporate headquarters in Dublin. Working alongside ICT support teams on site and remotely, you will be self-motivated with excellent interpersonal, customer focus and technical skills to react to user needs and ensure business continuity.



Key Responsibilities

  • Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns to deliver world class service to end users.
  • Training users on new systems, face-to-face, online and serve as an ICT resource to the global business unit.
  • Manage incidents, changes, problems, and requests raised by users, logging all activity in the Ornua ITIL aligned service management system.
  • Set up and configure personal/desktop computers, mobile devices, peripherals, creation, and modification of user accounts in Active Directory, Microsoft 365 and Microsoft Azure, assigning security levels.
  • Manage and support the HR Starter/Leaver/Mover procedure and ICT auditing.
  • Provides technical support in the use, troubleshooting, install and repair of personal/desktop computer hardware, peripherals, software, mobile, and specialised technology, Tests programs, diagnoses problems implement corrective action procedures and/or escalates to other technical resources as appropriate.
  • Researches and recommends system equipment upgrades and manages equipment inventory
  • Work with hardware vendors to resolve equipment failures/problems, Installs, repairs, and removes wires, cable lines.
  • Advocates prescribed security policy and processes, administers user accounts as necessary and may perform routine security checks on the system as directed.
  • Contributes to unit goals by accomplishing related duties as required.
  • Support the roll-out of new applications and participates, assists, or leads with technical projects


Key requirements

  • Educated to a degree level preferable or proven / relevant IT experience required.
  • High level of customer service experience as this is a front facing role.
  • Knowledge of ITIL or other service management governance frameworks
  • Working knowledge Mobile management tools (Microsoft Intune preferred, Air Watch, Mobile Iron, LANDesk) A high level of competence with Apple iPhones & iPads
  • An in-depth understanding Windows 10, Microsoft 365
  • Understand the role of enterprise servers in a PC environment (such as Domain Controllers, DHCP Service, Active Directory)
  • Understanding of cloud technology (Azure)
  • Experience with deploying standard operating environments on PCs such as PXE (Preboot execution environment)


Key competencies

  • INTEGRITY: Supports and encourages constructive outcomes for others by demonstrating integrity.
  • RIGOUR: To ensure excellence in own work applies effective professional skill, analysis and decision making, and planning and reviewing.
  • FORWARD LOOKING: Responds positively to change and looks ahead to anticipate task.
  • OWNERSHIP: Takes responsibility for and pride in delivering quality and results; is tenacious.

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