Junior 1st Line Service Desk Analyst

6 months FTC
Basildon, Essex + Hybrid working
Salary: Competitive + Benefits

If you are a 1^st Line Service Desk Analyst with proven experience within busy helpdesk / support role, 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.

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 250 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 and imaginative 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 Junior 1^st Line Service Desk Analyst, you will be working to support the team and Pharmanovia employees by resolving 1^st line technical problems, maintaining the knowledge base, CMDB and IT policies and procedures. Reporting to the Service Delivery Manager, your role is diverse and covers all global locations, primary based in Basildon, Essex United Kingdom, but covering key sites in London, India, Denmark, Netherlands, and Denmark with support in person, over the phone or remotely to address hardware/software and user issues.

Another key aspect of your responsibilities is configuring and maintaining IT systems, hardware, software and other IT related peripherals.  You will already have a strong knowledge of Microsoft based operating systems, and this role offers you the opportunity to develop skills within a fast-growing business. The role is offered on a 6-months FTC basis and will evolve with the department and business.

Main tasks and responsibilities:

In this role you will provide the 1st line point of contact for service desk requests and incidents, supporting users across all business locations, with excellent customer service skills whilst meeting agreed SLAs and KPIs. Your other responsibilities will include:

• Responding to and recording call details maintaining communication with users and key stakeholders throughout a ticket’s lifecycle
• 1^st line Investigation to assist and fix user incidents and service request tickets
• Resolving 1st line queries, and work with or escalate to 2^nd/3^rd line to achieve resolution where appropriate
• Providing support across the following: servers, desktop, software, printers, remote access, and smartphones
• Assisting with new starter / leaver process and onboarding of employees, and completion of user training material / documentation
• Reviewing and populating IT ‘knowledge base’ with solutions to problems
• Assisting with completing pre / post systems and applications testing
• Assisting with general Sage x3 V11 ERP system maintenance and general user support
• Working with vendors on supporting tickets and procurement
• Supporting the creation, monitoring and updating of key policies and procedures, as well as implementing all business policies and procedures
• Assisting with asset management, imaging, and deployment of new hardware

About you:

You are a process-driven and enthusiastic person with an approachable and flexible attitude. As well as having experience in user training and support within a helpdesk position, you will also have:

• Great communication skills, both written and verbal
• Sound professional knowledge of Windows 10, MS Office 2016 and MS Server platforms
• Experience of simple scripting (SQL 2016, Powershell etc) and Windows Image Deployment
• Experience in supporting a range of hardware, e.g., PCs, smartphones etc
• ITSM software systems experience is desirable
• Self-motivation, with a mindset for growth and professional development
• Experience of Sharepoint and Sage X3/EM VII is preferred
• As we are implementing SAP, any supporting SAP-S4/Hana experience or similar is an advantage

What we offer:

We offer a competitive salary 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.