Position: IT Support Specialist
Location: Hoddesdon
Job Introduction
Pharmaron is a global CRO that supports the life sciences industry across the US, UK, and China.
About the Role
The IT Support Specialist will act as the highest‑level technical resource within the Service Desk team, managing complex issues, leading mentoring, and contributing to audits, problem management, and service improvement initiatives.
Key Roles and Responsibilities
* Resolve high‑priority and complex support cases.
* Resolve Level 1 and Level 2 incidents and service requests independently.
* Classify, prioritise, and triage support tickets.
* Coordinate with remote teams and escalate to infrastructure or application support when required.
* Review and improve internal documentation and Knowledge Base content.
* Lead 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 involve cross‑site collaboration.
* Contribute to the development and execution of the IT Service Desk roadmap.
Requirements
Essential
* Degree or vocational qualification in IT or Computer Science (or equivalent experience)
* ITIL 4 Foundation
* 4+ years in a senior Service Desk or IT support capacity
* Experience leading or mentoring within technical teams
* High level experience with computer hardware systems and Windows operating systems
Desirable
* Microsoft Endpoint Administrator (MD‑102)
* Azure Fundamentals
* Microsoft Security Foundation or CompTIA Security+
* Proven ability to operate scientific systems and website development programmes
* Software development and/or database design experience
* Microsoft Windows Server Administration
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