IT Technical Support Analyst
Date: 6 Jun 2025
Location: Dublin, IE, D02 H638
Company: Ornua Co-operative Limited
Ornua is an Irish dairy co-operative that markets and sells dairy products on behalf of its Members, Ireland’s dairy processors and, in turn, Irish dairy farmers. Ornua is Ireland’s largest exporter of Irish dairy products and has annualised sales of €3.4 billion. Headquartered in Dublin, Ornua has a strong global team of 2,900 employees, operating from 10 business units worldwide, including 13 production facilities. Ornua’s core purpose is to build profitable routes to market for Irish dairy products.
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 Ireland’s most successful food export, Kerrygold, as well as Kerrygold Dubliner, Pilgrims Choice, Forto and BEO milk powders.
Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products, for the sale of dairy ingredients to food manufacturing and foodservice customers across the world, and for managing volatility through de-risking and trading strategies.
Ornua’s Values
At Ornua, our Values lie at the core of everything that we do and how we behave both individually and as a business. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas, Make It Happen, Be Our True Selves, Show You Care and Achieve Great Things Together.
Ornua’s Growth
At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious ‘Path to Prosper’ strategy. We have delivered significant growth in our core business, and we have ambitious plans for continued growth over the next five years.
WHY THIS ROLE IS VALUABLE
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 IT department in Dublin provides a centralized IT service to group companies in Europe, Africa, Middle East, China, and America. Part of the IT 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 IT environment at our corporate headquarters in Dublin. Working alongside IT 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 AREAS OF RESPONSIBILITY:
- 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.
- Induction Training users on new systems, face-to-face, online and serve as an IT resource to the global business unit.
- Management of processes, such as Incident and Problem Management, Change Management, Configuration Management, and Request Management raised by users, logging all activity in the Ornua ITSM/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 IT 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.
- Recommends system equipment refreshes/upgrades and manages equipment inventory with Asset Management Tagging of all relevant IT equipment
- Work with hardware vendors to resolve equipment failures/problems, Installs, repairs, and removes wires, cable lines.
- Working with the Security Team 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
- Knowledge of ITSM tools (ServiceNow preferred)
- Knowledge of Asset management tools (Lansweeper preferred)
- Working knowledge Mobile management tools (Microsoft Intune preferred) 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 Windows autopilot
ORNUA 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: 19th June 2025
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