ICT Technical Support Analyst

Job Category:
Analyst (Business/Systems)
Job Type:
Level of IT Experience:
5-10 Years
Central Dublin
Not Specified
Salary Description:
Competitive salary offered
Ornua Co-operative Limited
Job Ref:

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:

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 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.
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 Skills & 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.

Contact Details:
Ornua Co-operative Limited
Contact: Contact

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