We are looking for an IT Service Desk Analyst who is able to provide first/second line support to our global users, based on-site at our state-of-the-art Global HQ in Worthing.
What You'll Be Doing:
* As a member of the Service Desk Team, serve as the initial point of contact for all IT-related inquiries, issues, and requests.
* Triage and categorise all service requests, incidents, and changes accurately in the Service Desk management system.
* Provide first and second-line technical support, troubleshooting hardware and software issues for end-users globally.
* Escalate unresolved issues to the appropriate internal teams or third-party vendors as necessary.
* Monitor and manage service desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
* User account management, including account creation, password resets and access permissions.
* Maintain accurate and up-to-date documentation of all support activities and procedures.
* Provide excellent customer service by ensuring a positive end-user experience and clear communication throughout the support process.
What Experience & Skills You Will Need:
* At least 1 year in a Service Desk role gained in a corporate environment.
* Experience with Service Desk support, administration and tooling.
* Familiarity with IT cyber security practices and standards security standards
* Windows10/11 Desktop Administration.
* Windows Imaging Administration and Management (Intune and AutoPilot).
* Windows network printing technologies, administration, and troubleshooting.
* Basic hardware repair (laptop/desktops).
* Foundation level TCP/IP and networking knowledge.
* Relevant qualification in aspects or IT support and administration.
* Experience gained in a pharmaceutical / medical device / life science organisation.
What We Can Offer You:
* Private Healthcare (access to remote GP & Counselling) for peace of mind
* On-site Parking for convenience and cost efficiency
* Annual Wellbeing Reimbursement to care for your mind and body
* Pension Plan to secure your future
* Cycle-to-work Scheme to stay active and eco-friendly
* Enhanced Parental Pay to support new families
* Referral Bonus to benefit from recommending talent
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