Deskside support analyst in Pencoed

2 months ago

Pencoed, United Kingdom QuidelOrtho Full time

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

Deskside Support Analyst

As QuidelOrtho continues to grow, we are seeking to appoint a Deskside Support Analyst to join our IT department in Pencoed on a permanent basis. This role will work a standard work week.

About QuidelOrtho, Pencoed

QuidelOrtho has been manufacturing products in South Wales for over 40 years. Our state-of-the-art manufacturing facility, based in Pencoed, employs over 600 people who are involved in the manufacture and supply of clinical laboratory and immunohematology products to sites across the globe.

Our Pencoed team manufacture a large menu of immunohematology products used in transfusion medicine; in addition to a large menu of immunoassay products encompassing a range of disease categories.

On site we have a range of functions operating globally & locally. All our employees are working towards one common goal, to help save and improve lives through diagnostics.

Your new role:

As a Deskside Support Analyst, you will be reporting to the IT Infrastructure Support Site Lead for Pencoed and will be primarily responsible for providing 2nd line support to QuidelOrtho in Pencoed, plus support for remote workers based in the UK and the EMEA region. There may be occasional travel to the offsite warehouse to provide support there. Some activities may have to be performed outside the core business hours to minimize impact to the business, plus the individual would be expected to be part of the on-call rota to provide out of hours cover once upto speed with the supported systems.

What You'll Be Doing:

  • Monitoring ticket queues for Deskside related tickets using Service Now (SNOW), taking ownership, and resolving the tickets with suitable work notes.
  • Providing advice to end users on how to log tickets should they approach you about an issue.
  • Using the approved processes to build and deliver computers to end users.
  • Tracking assets using the appropriate methods.
  • Collaboration with other IT colleagues within IT in EMEA/Globally.
  • Providing support for non-computer systems e.g. Meeting room/Audio Visual/Planned events
  • Escalation of IT issues to senior staff with good details and warm hand-off.
  • Perform other work-related duties as assigned.

What You'll Need to Succeed:

  • Degree qualified preferred, within relevant IT discipline, or equivalent certification and/or experience.
  • Proven relevant experience (ideally 2 years+) of IT end user support and office working.
  • Windows 10/11, Office 365, TCP/IP networking, networked printers experience preferred.
  • Familiar with different PC/Laptop architecture e.g. Dell and Lenovo.
  • Good knowledge of Microsoft Office tools (including Excel) is essential.
  • Excellent organizational and time-management skills.
  • Strong written and oral communication skills.
  • Problem-solving attitude with an eye for detail.
  • Flexibility towards overtime and on-call rota.

What we offer:

  • Competitive Salary
  • Yearly Salary Reviews
  • Attractive Pension Scheme
  • Bonus Scheme
  • Life Assurance
  • Private Medical (If applicable)
  • LinkedIn Learning
  • Cycle to Work Scheme
  • Free Onsite Gym
  • Subsidised Canteen
  • 25 days Holidays + 1 QuidelOrtho Day + 8 Bank Holidays (Milestone Increases Available)
  • Employee Assistance Programme
  • Reward & Recognition Programmes
  • State-Of-The-Art facilities
  • Exceptional career developmental prospects
  • Strong culture centred around collaboration & customer focus.

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