Global Service Desk Analyst O-I location Melbourne.

About O-I remember the last time you opened a bottle of champagne, a cold beer after a hard day’s work or a bottle of sparkling water to quench the thirst, well it was probably made by us, we are O-I and we are the leading glass bottle manufacturer in the world.

O-I has more than a century of experience crafting pure, sustainable, brand-building glass packaging for many of the world’s best-known food and beverage brands. We are proud to provide high quality glass packaging for beer, wine, spirits, food, non-alcoholic beverages, cosmetics and pharmaceuticals.

With 27,000 employees and an unparalleled footprint spanning 80 plants in 23 countries, O-I is a truly global maker of glass packaging. From engineering and manufacturing to brand development, design and innovation, we are dedicated to providing unique solutions to exceed our customers’ expectations and fuel consumers’ desire for glass.

Position Purpose Statement Within the framework of the O-I Asia Pacific Information Technology strategy and standards, install, manage and support Information Systems at the client and server to ensure their maximum reliability and performance. This includes Commercial Information Systems, Local Area, Wireless technologies, Telecommunications and Wide Area Network connection and PCs.

You will provide 1st and 2nd level support to internal customers who experience problems with applications, hardware, software and/or the network. Including to responding out of hours requests to ensure downtime is minimized. Problems must be solved by the most appropriate method and/or escalated depending on impact to the business.

Support duties encompass providing on-call support as part of a rotating roster and as requested by IT Management. Providing telephone support (by logging onto ACD) during business hours for internal customers. Assisting in configuring, installing and maintaining standard desktop, laptop and server computer hardware and software required for commercial applications.

Undertaking periodic audits (as directed by Management) of software licenses, PC configurations, network topologies, housekeeping procedures, and adherence to standards and to ensure the safety and security of all PCs and Laptops from Viruses attack and take appropriate action on findings. Assist in undertaking periodic assessment of LAN & WAN utilization, AD (Active Directory) User, Sharepoint and Computer Management, and Anti-Virus environment.

Managing site hardware assets and related software licenses for all information systems. Managing and reporting the backup jobs and other procedures of the relevant sites, ensuring all corporate information is protected and recoverable at all times. Assisting in the roll-out of approved corporate software and systems. Assisting in implementing and maintaining of standards set and approved by IT Management, globally and as directed by the IT Manager, Services.

Logging all problems and associated resolutions in the appropriate logging system with concise and accurate information; the resolution to be communicated back to the user in easily understood language. The resolution should ensure that the issue does not reoccur, or if it does, that the information recorded is easily retrieved and understood in order to expedite future resolution.

Formal Education (Minimum education requirement to perform job competently). Tertiary qualifications in Information Technology or related discipline. ITIL, MCSE or CCNA, or such IT professional accreditation. Desirable Exposure to IP Telephony (Cisco).

Position context this position is highly visible throughout the organisation and requires the incumbent to interact on a personal level with users, usually in circumstances where the user is under pressure and experiencing high levels of frustration.

The overall technical environment in which the incumbent works is becoming more and more complex, and the range of problems this position is required to solve is also becoming more complex. As a result, these support positions require a higher level of both technical expertise and interpersonal skills.

The rapport that the incumbent builds and the empathy with which they handle users are paramount in establishing confidence, credibility and high levels of co-operation.  It is also fundamental that the incumbent of this position is able to not only resolve problems but also train users by constant re-enforcement and assistance.

This is what you’ll get from us a career at O-I is as unique as each glass package we produce. We are a diverse, inclusive, collaborative and transparent organization and live and breathe our core values. With us, you can be part of producing and branding something pure, healthy and infinitely recyclable. And, as we remain open to new possibilities and ways of working, you can also be part of creating, a better more exciting future – for glass, our business, our plant and yourself.

We will work with you to achieve your goals and offer amazing development opportunities. We offer flexibility as the norm, not a benefit. We also have great corporate employee discounts including computers, vehicles, health insurance and commuting costs. O-I is committed to building a diverse and inclusive culture across our business. We welcome and encourage applications from all people who want to build their career with us.