1st/2nd Line Service Desk Engineer

Basildon, Essex: 3 days office-based/2 days working from home per week

Full-time, permanent position

Salary: Competitive + Benefits + Bonus

If you are a service-orientated, committed and experienced IT professional with excellent customer service skills, then we want to hear from you!

Join us to help improve peoples’ lives and make healthcare better for everyone!

Why Pharmanovia?

Pharmanovia is a dynamic, fast-growing international pharmaceutical company with a portfolio of over 20 brands across more than 140 markets. Our mission is to improve patient health globally through the revitalisation of niche, tried-and-trusted medicines.

Our core behaviours are:

• We act decisively but we never compromise on quality.
• We keep our promises and do as we say.
• We value our heritage and foster an entrepreneurial spirit.
• We reinvest in our future – in our products, our brands and our people.
• We give back to our communities.

Since its inception in 2013, Pharmanovia has grown consistently year on year, focusing on delivering high-quality branded prescription medicines to patients, prescribers, and healthcare providers across the world. Our growth has enabled the company to reinvest in its products, brands, people, and to give back to its communities. A people business with a strong, supportive culture that encourages innovation and entrepreneurial spirit, our team comprises over 300 employees and 29 nationalities, operating from offices in the UK, Denmark, Netherlands, Switzerland, U.A.E., India, Singapore, Italy, and South Korea.

We are an agile, committed, and innovative global specialty pharma business and a preferred partner for innovator pharma companies, instigating a paradigm shift in the life cycle management of iconic medicines. We seek to extensively engage with clinical communities to communicate product improvements and prioritise environmental, social, and governance considerations across the business and workforce.

Pharmanovia’s therapeutic areas include Cardiovascular, Oncology, Endocrinology and Neurology.

About the role:

As our 1^st/2^nd Line Service Desk Engineer you will support Pharmanovia employees by resolving basic to intermediate technical problems and provide an escalation support path for Tier 1 only Analysts.

Reporting to the IT Service Delivery Manager, you will be maintaining and expanding our knowledge base, configuration management database and any attributed IT policies and procedures as part of IT Support standard operating procedure. Support will be provided in person, over the phone or remotely to address all network, project, and user issues.  

The role is based in our Basildon headquarters but there will be an occasional expectation to travel to our London office or an international visit to one of our global sites.  We operate a flexible hybrid working policy with required site presence of a minimum of 3 days a week. You will further be responsible for:

• Log and record call details and maintain clear consistent communication with users throughout the lifecycle of tickets following ITIL good practice within incident, service request and problem management
• Act as 1^st Line escalation point for 1^st line engineers, and offer assistance/guidance where required
• Ensure escalation to Tier 2/3 Support where appropriate and as per escalation procedure
• Undertake hardware & software configuration for joiners/movers/leavers
• Undertake hardware & software troubleshooting
• Populate and maintain our IT knowledgebase
• Assist Tier 2/3 with pre and post systems and applications testing
• Adhere to all business policies and procedures
• Maintain asset management lifecycle via Standard Operating Procedure
• Assist in the completion and delivery of user training and documentation
• Assist with ensuring security and privacy of networks and computer systems
• Initial point of contact for Tier 1 service desk incidents & Service Requests
• Ensure Service Desk SLAs and KPIs are met with the completion of tasks meeting required time frames
• Always provide excellent customer service with clear professional communication
• Follow business/IT procedures and providing feedback/recommendations for improvement
• Resolve 1^st/2^nd line queries and escalate where appropriate
• UK Deskside Support and physical handling of site hardware
• Provide support across the following: networking, servers, desktop, software, printers, remote access, and mobile devices including tablets/smartphones

About you:

Candidates with a proven track record of supporting users on site and remotely, with excellent customer service skills, are likely to have the right knowledge and experience required for this role. We are also looking for:

• A bachelor’s degree (or equivalent) in Computer Science or Computer Engineering is desirable, as well as ITIL foundation
• IT Technician certification is desirable e.g., CCNA, CompTIA A+, Microsoft as is ITIL foundation
• Experienced with Windows 10, MS Office 2016, and MS Server platforms
• Experience in MDM and wi-fi management solutions (e.g., Cisco Meraki) along with Apple DEP integration
• Ability to diagnose faults and resolve calls at 1^st line through to intermediate 2^nd line
• Experience of Solarwinds helpdesk or a similar ITSM platform
• Support experience of Microsoft 365 and Azure environment, including day to day activities, migrations, hybrid environment and exchange tasks
• Experience of face-to-face user training for inductions and knowledge transfer
• Experience of project management tools and processes
• Knowledge of managing Apple iPhones using corporate managed systems is a plus, as well as support experience of Microsoft Intune and autopilot
• Knowledge/experience of Sage X3/EM V11 & SAP S4/Hanna is an advantage, as well as Sharepoint
• Experience of procurement process and engagement with vendors
• Great organisational and time management skills, able to prioritise workload effectively
• Methodical, with proven technical, problem-solving, and troubleshooting skills
• Strong verbal and written communication skills
• Valid UK driving licence

You will need a flexible attitude to working hours, as well as a valid passport as international travel will be required on occasion for this role.

What we offer:

We offer a competitive salary plus bonus and rewards package including holiday, health & wellbeing program, employee recognition awards, social events, pension scheme and hybrid working.

By applying for this role, your details will be sent to Ortolan People, who are engaged to provide recruitment support in processing applications. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.