Pharmaron is a global CRO helping pharma and biotech companies bring new therapies to life. With over 25,000 employees worldwide across 23 locations in the US, UK and China, we support drug discovery through to manufacturing with fully integrated, high-quality services.
We’re proud of the impact we make and just last year, we supported over 780 discovery projects, 1,000+ CMC programmes, and 1,000+ clinical trials across all phases. Our teams are involved in everything from small molecules to biologics and gene therapies, and we work with more than 3,000 global customers. To learn more, visit www.pharmaron.com.
About the Role
We have a new opening for an IT Support Specialist in Hoddesdon to act as a higher-level technical resource on the Service Desk team. You will manage complex issues and contribute to audits, problem management, and service improvement initiatives.
This role encompasses responsibilities at both Analyst and Technician levels when required.
Key Roles and Responsibilities
* Resolve high-priority and complex support cases.
* Resolve 1st line and 2nd line incidents on the service desk and service requests independently.
* Classify, prioritise, and triage support tickets.
* Coordinate with remote teams and escalte to infrastructure or application support when required.
* Review and improve internal documentation and Knowledge Base content.
* Lead in the resolution of problem tickets and support project delivery.
* Mentor Analysts and Technicians in technical procedures and knowledge sharing.
* Drive documentation accuracy and ensure audit-readiness.
* Contribute to DR testing, security awareness, and ISO/ITIL audit preparation.
* Represent the Service Desk in cross-team technical meetings.
* Maintain Level 1 and 2 support capabilities when operational gaps occur.
* Support project work involving Office 365 migrations, infrastructure changes, vendor engagements, and new application rollouts.
* Actively involved in cross-site collaboration.
* Contribute to the development and execution of the IT Service Desk roadmap.
Requirements
* Degree or vocational qualification in IT or Computer Science (or equivalent experience)
* ITIL 4 Foundation
* 3-5 years in a Service Desk or IT support capacity
* Experience leading or mentoring within technical teams
* High level experience with computer hardware systems and Windows operating systems
* Microsoft Security Foundation or CompTIA Security+
* Proven ability to operate scientific systems and Website development programs
* Microsoft Windows Server Administration
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