Service Desk Lead Technician

Cmed Clinical Services is an innovative, full service, technology-led Clinical Research Organisation providing services to the Biopharma industry worldwide. Our vision is to conduct clinical trials better than anyone else to help patients and ultimately save lives.

The role:

This position will perform advanced IT support to global users of all Cmed IT systems and services and Lead IT projects as per the needs of the business. The Service Desk Lead Technician will track issues within a software ticketing package, and resolve or route calls/tickets as necessary, whilst providing excellent customer service.

We use best practice frameworks (ITIL) and enterprise level IT with hosted virtualized solutions, giving the right candidate exposure to SCCM, IBM Cognos, MPLS, Office365, Azure and VoIP technologies.

Responsibilities:
 

• Document each support issue within software ticketing package.
• Resolve first, second and third level tickets as appropriate, ensuring that the ticket is closed accurately and efficiently. Answer the calls directed to the Service Desk.
• Perform training in the use of computer equipment where applicable.
• Document steps involved in software and hardware configuration and repair for use within the Service Desk.
• Provide support for the use of business applications.
• Work in conjunction with the Manager to evaluate and implement appropriate end-user computing tools and technologies.
• Assist other IT teams with regard to the support and installation of equipment.
• Perform workstation hardware set-up and imaging as well as any software installations as needed.
• Assist with any Facilities requirements including; the opening and setting up of new offices, network cabling, control and configuration of security access and desk set up for new hires etc.
• Maintain and demonstrate current knowledge of all Cmed supported systems and services.
• This role may require some project management ability to help coordinate IT projects and implementations
• Supervision and mentoring of junior staff may be required
• Provide excellent customer service.

Essential work experience, qualifications and knowledge:  
 

• Windows 7 administration skills
• Windows 10 administration skills would be advantageous
• Broad knowledge of IT systems
• Desktop/IT support experience
• Hardware and software installation and troubleshooting
• Management of user email accounts
• Asset management
• Windows Active Directory experience
• Experience using and configuring a helpdesk ticketing system.
• A solid understanding of the concepts and processes involved with ITIL
• Good command of English, both written and spoken
• Ability to work effectively under pressure and to manage multiple issues.

Desirable work experience, qualifications and knowledge:
 

• Bachelor degree in an IT related discipline or equivalent work experience
• At least 2 years IT and customer support experience
• In-depth knowledge of Windows operating system technologies & tools
• Experience in Microsoft Office 365 would be advantageous
• ITIL related training preferred
• MCSE accreditation or equivalent experience would be advantageous.
• Superior technical analysis skills

WE OFFER:

• The chance to develop your skills through extensive mentorship, support and training
• Great opportunities to grow within a company that supports the development of next generation medication
• The opportunity to become part of a dynamic team with friendly colleagues
• A culture of mutual respect and an outstanding working environment
• Competitive salary based on performance
• Private medical services
• Motivating wellbeing package