Technical Support Analyst (1st and 2nd level)

Are you looking for an IT Support Analyst role in which the support work you do really matters?

Does a rewarding career with a progressive, world leading company in biotech and medical diagnostics, with Fortune 500 ranking, excite you?

If you've replied yes to these questions, we welcome you to apply for an exciting new opportunity as a Technical Support Analyst at Roche Diagnostics UK & Ireland, based in Burgess Hill.

Roche Diagnostics UK & Ireland is in an exciting phase of growth, where the business is channelling its energy, focus, functions and processes towards enhancing customer and patient experience in the countries it operates in. As the medical diagnostics market leader in UK & Ireland, the organisation recognises its responsibility to the healthcare system and will continue to remain agile in developing new ways of working, with a growth mindset.

Job scope

Reporting to the Infrastructure and Service Desk Manager, you will be part of a dedicated team providing IT support and incident resolution for IT applications and services, end users and their devices.

As part of the role, your key activities will include:

• Proactively managing the IT Service Desk incidents and requests, performing root cause analysis and recommending controls for problem mitigation
• Processing new starter and leaver requests, including laptop builds and smartphone configuration
• Performing remote and desk side support for end-user applications and hardware
• Assisting with workflows spanning the global support function and local teams
• Contributing to organisational programmes of work and leading on internal IT projects

The working hours for this role are 37.5 hours a week, Monday - Friday, covering hours between 08.30 - 17.30.  On occasion, flexibility may be needed to work outside of these hours or travel to another site if required.

Key Responsibilities

• Provide customer centric 1st and 2nd line support for all local Roche applications, end-users and their devices
• Act as Single Point of Contact, own the customer journey through incident and problem management across all endpoints
• Effectively communicate with all areas of the business, proactively finding solutions and delivering added value
• Administer new and existing user accounts, perform essential maintenance tasks and configuration changes
• Deploy, validate and perform quality testing of end user hardware builds and applications

Who you are

Educated to GCE A-Level or equivalent, you will have a background in service desk support and previously gained an IT related qualification.

• You will be confident in providing support and guidance to all end users, able to demonstrate your IT service management, incident resolution, request and change management skills.
• Able to work in a professional manner and maintain a consistent image through open communication, collaboration and a strong desire to over achieve.
• Use your expertise to assist colleagues in the IT department and wider business.
• Show an aptitude for a range of technologies, from software installations to cloud services, able to support users with varying levels of experience and capability.
• Able to demonstrate integrity, courage and passion in your work, inspiring others to do now what the customer needs next.

Qualifications & Experience

Essential :

• Educated to GCE A level or equivalent standard
• Hold an IT related qualification
• 2 years or more in a similar role
• Excellent knowledge of cloud based technologies, applications and services
• Experience of working in an end user/customer facing environment

Desirable :

• Qualification or exposure to ITIL framework

Knowledge, Skills & Personal Attributes

Essential :

• Strong knowledge of the Windows 10 operating system and general PC hardware
• Experience of troubleshooting Microsoft environments, Active Directory, laptop builds and  mobile device management
• Competent in the management and reporting of computer assets and IT related hardware
• Experience of cloud platforms
• Able to create and maintain technical documentation and end user guides
• Excellent verbal and written communication skills
• Ability to work effectively using own initiative or contribute as part of a larger team
• Highly motivated and proactive approach to solving problems
• Able to generate new ideas with tangible benefits to the business

Desirable :

• Experience with Google Workspace/GSuite
• Knowledge of Cyber Essentials accreditation

Investing in you

Roche is a company that not only invests in its business - over £6.5 billion in R&D worldwide, including £460 million in the UK alone last year - but equally importantly in its people.

What this means for you is a competitive salary and continuous support to build on your knowledge, skills and potential, helping you prepare for the exciting opportunities for further career development. 

Application deadline: 26th February 2021