ICT Event Incident Practitioner

Job Category:
Not Specified
Salary Description:
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:

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. TechHelp also provides an operations center function for monitoring of all events/alerts across the Ornua Estate.

The ICT event and incident practitioner role are primarily responsible for triaging of events and incidents/requests as they come in to TechHelp. The role will see tickets and events triaged and assigned to level 1, 2 and 3 groups. The role will be responsible for ensuring all Configuration items (CI) are monitored. The role will also ensure that any new services coming into support via projects have event templates and thresholds in place for monitoring. The role will also cover manual validation checks for starters/leavers and reporting requirements for ICT with regards to SysAid. This is an entry position role with a view to progressing to Level 1 TechHelp duties over time.

The Global TechHelp 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. The most important element of this role is the opportunity to progress quite rapidly within the ICT department.

Key Areas of Responsibility:

Event management practitioner - monitor, triage, and log events in TechHelp
Identify trends in events for patterns of business activities and recurring incidents.
Apply Event monitoring templates to configuration items.
Monitoring and management of events using available toolsets e.g., PRTG, SCOM, etc
Project resource for services coming into support - Monitoring config and setup.
Monitor and reporting on events from SysAid.
Contribute to improvements in the event management/triaging process.
Triage all incidents & requests raised by users, logging all activity in the Ornua ITIL aligned integrated management system.
Reference the escalation matrix for correct ticket routing
Apply the correct priority, category, status before passing the ticket to level 1,2, & 3 support teams
Update the escalation matrix with regards to ticket routing for any new escalation paths
Responsible for the Manual builds of laptops, asset tagging and courier services to end users.
Works with hardware vendors to resolve equipment failures/problems e.g., laptop hard drive failures, faulty phones, etc.
Generation of monthly reports
SLA reports, team reports, etc
Completing Validation checks for starters/leavers/movers every month/quarter
Distributing reports on compliance to TechHelp team

Key Skills & Requirements:

Bachelor's degree or higher education in Computer Science or related areas
Excellent customer service and interpersonal skills
Aptitude to manage many tasks simultaneously and under pressure.
Excellent attention to detail
Experience with event management monitoring tools e.g., SCOM, PRTG, Solar winds, etc.
Experience with ticket management tools e.g., SysAid, Zendesk, etc.
Strong communication and interpersonal skills, including the ability to communicate technical issues to a non-technical audience.
Strong team player, keen on contributing to & improving the team.
ITIL Foundation

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: JobG8

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