IT 2nd Level Support Analyst Pharma
hace 6 meses
We are looking for an **IT 2nd Level Support Analyst **to provide services in a multinational pharmaceutical company.
Do you have a customer-centric mentality? Are you good at working in customer services or IT support areas?
So, keep reading
**MISSION**:
- Strive to provide best-in-class support excellence across the company's IT (Information Technology) Infrastructure Services and Service owners.
- Ensure effective relationships between end users and IT functions.
- Close interaction with end users to understand issues and underlying pain points.
- Persistent & work closely with IT infrastructure to optimize support experience.
- Leverage and analyze incident data to anticipate future opportunities to improve user experience.
**TASKS & RESPONSIBILITIES**:
- Coordinate and Collaboration with 1st / 1.5 level and 2nd level providers to continually improve the quality of service for customers/users.
- Continuous observation or analysis of potential shift-left capabilities from the IT/Businesses system to improve more areas such as knowledge articles improvement, reduce current tickets flooding to assigned workgroups, improve flexibility workflow.
- Serve as a Subject Matter Expert of specific IT Infrastructure Service (EG: Outlook, Office 365, Mobility Services, etc.)
**SKILLS**:
- At least 3 years of working experience in tIT Infrastructure environment.
- Knowledge in the following current technologies:
- Windows and Apple operating systems.
- O365 Applications (Office Suite, OneDrive, OneNote, Microsoft Teams, Microsoft SharePoint, Power Apps).
- Azure Active Directory/ Active Directory.
- Citrix / My Workspace.
- Mobile Intune (for Mobility MDM (Mobile Device Management) Administration).
- ServiceNow.
- Understanding of ITIL principles. (ITIL v4 Foundation Certifications _is a plus)_
- Project Management Experience + Jira/Confluence tools _is a plus._
- Fluent English + French and Italian.
**SCHEDULE**:
- 08/09h-17/18h from Monday to Friday (flexible)
- 4 days by remote | 1 day on-site
**CONDITIONS**:
- Salary package based on your profile.
- Permanent Contract
- Ticket restaurant included in-office hours
- Flexible Retribution Program (medical insurance, public transport ticket and childcare check)
- Discounts on gym network(Andjoy)
- Learning & Development.
- Our goal is that you are well in every way_
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