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

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

Location: Warsaw, Poland - office based

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 considred: 

  • 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)
  • 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: IT support, help desk, service desk, support, support engineer, IT, information technology, CRO, Windows, Contract Research Organization, permanent, Poland, Warsaw, Global 

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