Senior Service Desk Technician – 2nd Line

Basildon, Essex

Salary: Competitive + Benefits + Bonus

If you are an experienced service desk technician with user training experience and great 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.

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:

In your role as Senior Service Desk Technician you will support Pharmanovia employees by resolving technical problems, maintaining our knowledge base, maintaining the configuration management database and any attributed IT policies and procedures. Support will be provided in person, over the phone or remotely to address all network and user issues. You will be reporting into the IT Service Delivery Manager.

Another key aspect of your role will be to provide secondary support for Business Systems administration, monitoring, and reporting; key areas of this are Microsoft 365 Azure and SAP S4 Hanna.

You will be primarily based at our Basildon headquarters but there will be expectation to travel to the London office and the occasional international visit to one of our global sites.  We operate a flexible hybrid working policy with required site presence at a minimum of 2 days a week.

Key tasks and responsibilities:

• Logging and recording call details and maintaining communication with users throughout the lifecycle of tickets following ITIL good practice within Incident, Service Request, Problem, and Change management
• Acting as 1^st Line escalation point and offer assistance/guidance where required and providing 2^nd line point of contact for service desk incidents, escalating where appropriate
• Providing support across the following: networking, servers, desktop, software, printers, remote access and mobile devices including tablets/smartphones and assisting with imaging and deployment of new hardware
• Populating/updating our IT ‘knowledge base’
• Ensuring Service Desk SLAs and KPIs are met and assisting the Service Delivery Manager in identifying Continual Service Improvement areas based on KPIs
• Assisting with new starter/ leaver process
• Undertaking user acceptance testing and completing pre and post system and applications testing
• Implementing and following all business policies and IT procedures, providing feedback and recommendations for improvements
• Carrying out general ERP administration tasks
• Asset management lifecycle across Azure, Meraki and Solarwinds
• Supporting users across all business locations with clear, professional communication
• Engaging pro-actively with new and historical projects, provide recommendations for improvements to supporting infrastructure/application services
• Adhering to Change Management controls
• Assisting in the completion and delivery of user training and material/documentation
• Ensuring security and privacy of networks and computer systems
• Providing technical support for change requests with strict adherence to process/documentation
• Creating, monitoring and updating key policies and procedures

About you:

A certified IT Technician (e.g. CCNA, CompTIA, MS Certified IT Professional), you will have a proven track record of great customer service and supporting users both on site and remotely. You are likely to have 2 years of experience in 2^nd line IT support to have the skills and knowledge required for the 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
• 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 2^nd line
• Experience of Solarwinds helpdesk or a similar 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
• Great organisational and time management skills, able to prioritise workload effectively
• Strong verbal and written communication skills

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.

You will also need a valid UK driving licence.

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.