Service Desk / Help Desk, End User Support Analyst / Engineer 

Role: Service Desk / Help Desk, End User Support Analyst / Engineer 

Location: Warsaw, Poland

Contract Type: Permanent

Premier Research helps highly innovative bio-pharmaceutical and medical device companies transform life-changing ideas into reality. We take on the most challenging areas of study, with a special focus on unmet needs in such areas as analgesia, CNS, rare diseases, medical device and diagnostics, and pediatric research.

We’re looking for a talented and energetic Service Desk / Help Desk, End User Support Analyst / Engineer to join our team in Warsaw, Poland! 

Working at Premier Research means being an individual - you will be recognised for what you do and you will truly have an impact. You will be working in a friendly environment with colleagues who are genuinely supportive regardless of location or seniority. 

Premier Research is on an exciting journey - there is a true buzz throughout the company, so come and be part of it! 

Imagine. Inspire. Innovate. Impact. With Us.

You'll be accountable for: 

• Ensuring timely responses to and acknowledging receipt of all assigned Service Desk tickets
• Providing technical support across a global company for quality and efficiency in the resolution of reported incidents and requests
• Driving and delivering customer satisfaction with timely communication of solutions to the user on each issue and/or request
• Proactively following-up with employees when available to work on resolving incidents or responding to requests
• Delivering IT specific training and onboarding/orientation to new hires
• Serving as primary point of contact for end users requesting support via phone, email and portals, with the objective of first contact resolution
• Ensuring all end user services interactions are properly captured in the ITSM tool
• Prioritizing & resolving service desk incidents and requests as assigned
• Remotely performing troubleshooting of software and hardware relating to user equipment
• Providing desk side services, including moves, adds and changes (MACs), break/fix activities, and general technical and desktop application support to office-based users
• Mobile phone procurement and management
• Tracking all desktop equipment and software deployments and maintaining records in an inventory database
• Coordinating with third party service providers for support as needed
• Writing technical knowledge base articles for the ITSM tool for EUS and the user community
• Supporting the technical infrastructure of the EUS function with, but not limited to:
• Local Area Networks (e.g. patching, cabling, etc.)
• New Hire Setup and orientation
• Software Installation and Updates
• User Setup and Administration (e.g. Active Directory, Exchange, Office 365, etc.)
• Equipment Maintenance (e.g. laptops, monitors, docks, etc.)
• Printers, Faxes and Multi-function Devices
• IP phones including conference phones and AV equipment
• Administration of 3rd party collaboration software services (e.g. Skype for Business, Cisco Spark, WebEx, etc.)
• Delivers IT specific training and onboarding/orientation to new hires
• Participating in the receipt, remote delivery, and management of company assets
• Mobile phone procurement and management

You'll need this to be considered: 

• Bachelor's degree, or its international equivalent from an accredited institution, in Computer Science, Information Technology, or related discipline, or equivalent combined education and experience
• Prior in role experience supporting 250+ users in a globally distributed, multi-language Service Desk environment
• Previous experience working in an ITIL environment
• Prior experience with desktop application support in Microsoft and Mac OS environments

Basic to intermediate experience in, but not limited to, the following domains:

• Internet Protocol Suites (TCP/IP)
• MS Active Directory
• MS Office Suites; Office 365
• Exchange Mailbox and  mobile device synchronization and configuration
• IT Service Management systems (e.g. SysAid, Service Now, Remedy)
• Interrelated desktop and mobile applications for Microsoft Windows operating systems and its utilities (e.g. Microsoft Office, Adobe Acrobat)
• Internet browsers (e.g. Internet Explorer, Edge, Firefox, Google Chrome)
• Web-based collaborative platforms/frameworks (e.g. SharePoint, Box, One Drive, etc.)
• Network shares and permissions
• Desktop application support
• Working with AV tools to install or remedy virus and/or malware infections
• Secure software applications for remote resources (e.g. Cisco VPN, FortiClient)
• Computer imaging provisioning software (e.g. Symantec Ghost, Microsoft SCCM)
• Supporting a mobile workforce with remote support tools (e.g. Dameware, VNC, LogMeIn, Team Viewer, etc.)
• Working with laptops/desktops in a break/fix environment
• Network monitoring and reporting tools (e.g. Lansweeper, Microsoft System Center 2012)

Additonal Skills:

• Excellent team player; collaborative and effective
• Ability to read, write, and speak fluent English; fluent in host country language
• Ability to multitask and work effectively in a fast-paced environment with changing priorities
• Strong verbal and written communication skills
• Strong technical troubleshooting skills
• Customer service focused in approach to work both internally and externally
• Work outside of normal business hours on occasion in addition to participating in the team on-call rotation
• Occasional travel, including international, may be required

You will need to be eligible to live and work in Poland in order to apply for this role.

KEY WORDS: Information Technology, IT, Support, IT Support, Service Desk, Help Desk, Poland, Warsaw, Permanent, International