IT Tech Support Consultant

Job Description

Job Title:                    IT Tech Support Consultant

Department:              IT

Reports To:               Global IT Service Team Leader

Term:                          6 Month Fixed Term

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Ornua is a dairy co-operative which sells dairy products on behalf of its Member Co-ops; 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 2,400 employees. Ornua operates from 10 business units worldwide, including 12 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, 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.

Kerrygold Park is Ornua’s new state of the art manufacturing facility and centre of excellence for the Kerrygold Brand. 

Growth for Good

Ornua is the home of Irish dairy. Our cooperative ethos is at the heart of who we are and how we do business.  Our global success would not be possible without the close collaboration, care, and commitment of our 2,400 strong team.  Ornua cares about building sustainable livelihoods for all our people, who in turn care about driving sustainable profits for our co-op members and the Irish dairy farming families we proudly represent. 

Ornua 2025 is our strategic plan that will help realise our vision for growth in the next five years. It outlines what we will do well, what we will do with the profits we generate, and what additional services we will provide to our members. We will be guided by 3 guiding principles; focus, simplicity and adding value to our volume and we will clearly define what market we will play in.

Together, we will grow for good – creating value for our Irish farming families and for our 2,400 strong, committed, and proud global team.

Job Purpose:

Ornua’s IT department in Dublin provides a centralised IT service to group companies in Europe, Africa, Middle East, China, and America. Part of the IT Department, the ServiceDesk team is responsible for providing a centralized single point of contact for our user base. Our customers can contact ServiceDesk via email, a service portal or Phone. ServiceDesk also provides an operations center function for monitoring of all events/alerts across the Ornua Estate.

The IT Tech Support Consultant role is primarily responsible for reviewing and closing out  incidents/requests as they come into the Queue post resolution. The role will also cover manual validation checks for starters/leavers and reporting requirements for IT with regards to ServiceNow.

The Global ServiceDesk team goal is to develop a strong knowledge based technical support team and drive customer satisfaction via increased resolutions at first point of contact.

This role represents an excellent opportunity for a suitable candidate to immerse themselves in an ITIL aligned service management approach whilst at the same time familiarizing themselves with the latest technologies in the market.

This is an entry position role – with flexibility to work on a range of ITIL based Service Delivery tasks

Key Areas of Responsibility:

• Learn to review & close out incidents & requests raised by users and solved/completed by other Resolution Groups
• Learn to monitor & log events in IT & Reference the escalation matrix for correct ticket routing
• Learn to assist in the manual builds of laptops, asset tagging and courier services to end users.
• Learn to complete validation checks for starters/leavers/movers every month/quarter

Key Skills & Requirements:

• Excellent customer service & interpersonal skills
• Aptitude to manage many tasks simultaneously & under pressure.
• Excellent attention to detail
• Strong communication & interpersonal skills
• Strong team player, keen on contributing to & improving the team.
• Self-starter with a can-do attitude.

• Ability to work on own initiative or as part of a team
• Excellent communication skills (both written and verbal) strong reporting & documentation skills.

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.

Closing Date: Friday 24th October