Analyst, Customer Support (ICT)
Competitive Salary + excellent benefits
Hatfield

Our International pharmaceutical client is looking for an experienced Analyst, Customer Support individual. This person will be responsible for delivering industry leading technical support services across EMEA to various divisions and subsidiaries. This includes ICT Helpdesk services, while complying with the applicable ISO and IT Helpdesk library (ITIL) and pharmaceutical industry regulations.

Main duties and responsibilities:
 Maintain ICT Helpdesk services to agreed quality and service delivery standards (ICT SLAs) through performance monitoring and reporting with a focus on continuous improvement.
 Work with the business to ensure all new software is tracked within the ICT Service management tool to capture all necessary data for the starters and leavers process.  Adherence of all ICT Helpdesk policies and procedures, such as: mobile phone allocation and ICT equipment usage, etc
 Maintain a Helpdesk environment based on the ITIL framework and applicable ISO's.
 Administer EMEA Wide ICT Personal Equipment Assets in order to accurately track replacement, end of life, and support contract termination dates.
 Maintain system of alerting for support contract termination dates in order to negotiate their renewal or give notice of termination within contracted limits.
 Assist in the implementation of improved cost effective infrastructure technical solutions that provide added value to the business and/or improve the overall service to our customers.
 Work within a team delivering planned programme of Helpdesk projects on time and meet the required business objectives.
 Participate on regional or global technical teams to ensure that regional Helpdesk services integrate effectively with global systems.
 Keep abreast of new technologies and industry trends within the ICT Helpdesk area that will deliver a competitive advantage to the business or reduce overall ICT Helpdesk costs.
 Any other tasks required for the business and ICT assigned by the ICT Help Desk Manager

Skills & Experience required:
* Experience of technical support
* Good general ICT understanding.
* Experience of dealing with service providers.
* Experience of Office 365 products an advantage.
* A Level or the equivalent.
* ITIL Practitioner;
* Prince2 Practitioner or similar (preferred).
* Significant ICT Helpdesk Experience

If you are interested in this role and feel that you have the right skills then please click apply.

For further details, please contact Claire Paas 01707 247259

Gi Group Pharmaceuticals provides a tailored Account Managed Service and dedicated Pharmaceutical recruitment team and partners with many different Pharmaceutical and Biotechnology clients throughout the globe and the United Kingdom.

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