Role Summary
We are seeking a meticulous and technically skilled IT & Lab Systems Support Analyst to join a dedicated team supporting the critical computerised systems within the quality control laboratories of a leading global pharmaceutical and biotechnology company. This is a unique opportunity to work at the intersection of IT and cutting‑edge laboratory science within a highly regulated GMP environment. You will be responsible for ensuring the stability, compliance, and performance of vital lab systems, playing a key role in maintaining the integrity of processes that are essential to patient safety and product quality.
Key Responsibilities
* Provide hands‑on 2nd level support for laboratory IT systems and instrumentation, escalating to 3rd level support in collaboration with external vendors when required.
* Utilise ServiceNow to manage, track, and resolve incidents and service requests in a timely and efficient manner.
* Perform configuration and user access management for specialised laboratory applications and on the Windows OS level via Active Directory.
* Take ownership of key stages in the system lifecycle, including the staging of new systems, performing periodic system reviews, and the decommissioning of legacy systems.
* Maintain accurate records for all hardware and software assets within the laboratory IT landscape.
* Create, update, and maintain detailed documentation for all activities, ensuring full adherence to GMP and data integrity standards at all times.
Essential Skills & Experience
* A minimum of 2 years of professional experience in an IT support role.
* Proven experience working with ServiceNow for incident and request management.
* Strong, in-depth knowledge of Windows 10/11 and administration via Active Directory.
* Practical experience with SCCM (System Center Configuration Manager) for endpoint management.
* A structured, precise, and documented approach to work, with a strong focus on quality and detail.
* A solid understanding of basic network technologies.
* Excellent command of the English language, both written and verbal (CEFR C1 level or equivalent).
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