Windows Support Engineer

2 weeks ago

Basildon Essex, United Kingdom Ortolan Full time

Skills Required: Service Desk, ITIL V4, Infrastructure Change Roadmap, CMDB Management, ERP

Tier 2 Service Desk Engineer
Hybrid role: based in Basildon, Essex (3 days office, 2 days home)
Salary: Competitive + Benefits + Bonus
If you are an agile, committed, and process-driven IT professional with a growth mindset, then we want to hear from you
Join us to help improve peoples' lives and make healthcare better for everyone
Pharmanovia is a dynamic, fast-growing international pharmaceutical company with a portfolio of over 20 brands across more than 160 markets. Our mission is to improve patient health globally through the revitalisation of niche, tried-and-trusted medicines.
We value our heritage and foster an entrepreneurial spirit.
We reinvest in our future - in our products, our brands, and our people.
We give back to our communities.
Since its inception in 2013, Pharmanovia has grown consistently year on year, focusing on delivering high-quality branded prescription medicines to patients, prescribers, and healthcare providers across the world. Our growth has enabled the company to reinvest in its products, brands, people, and to give back to its communities. A people business with a strong, supportive culture that encourages innovation and entrepreneurial spirit, our team comprises over 300 employees and 29 nationalities, operating from offices in the UK, Denmark, Netherlands, Switzerland, U.A.We are an agile, committed, and innovative global specialty pharma business and a preferred partner for innovator pharma companies, instigating a paradigm shift in the life cycle management of iconic medicines. We seek to extensively engage with clinical communities to communicate product improvements and prioritise environmental, social, and governance considerations across the business and workforce.
As Tier 2 Service Desk Engineer your role is to support Pharmanovia employees by ensuring that clear practices and procedures are in place and strictly adhered to as per ITIL V4 methodology to ensure the smooth running of an efficient service desk function. This includes the implementation, improvement and maintenance of incident, service request, problem, and asset/CMDB management for Pharmanovia. All modular areas of the service desk must also be underpinned with exemplary knowledge base article (solution management) practices. You will be part of a team consisting of Tier 1 Analysts, Tier 2 Engineers and Team Leads, and collaborate with multiple functions across the business including, but not exclusive to, digital change & release lifecycle/quality.
You will support business systems administration, monitoring, and reporting; key areas include Microsoft 365 Azure, physical infrastructure, telephony and hardware assets.
You will be a key component of the infrastructure change roadmap and involved in the, testing and release of solutions to meet business demands. An integral component of this will be ensuring smooth transition of new systems from project teams to the internal service desk for continued support.
Log and record call details and maintain communication with users throughout the lifecycle of tickets following ITIL good practice within incident, service request, problem, and change management
Provision of reporting and analysis of service desk KPIs and patterns
Identification of problem records from incidents, service requests, and reporting
Maintain asset management lifecycle across Azure, Meraki and Solarwinds
Complete pre and post system and applications deployment testing
Identifying continual service improvement areas based on reporting/problem management/KPIs
Ensure an up-to-date knowledge base/solutions database is always upheld
Implement all business policies and procedures
Maintenance of an accurate service desk catalogue
Support users across all global business locations
Ensure strict adherence of the service desk to established change management controls
Assist in the completion and delivery of user training and material/documentation
Create, monitor, and update key service desk policies and procedures in adherence to compliance/change & release best practices
Candidates with at least three years' experience as a service desk engineer are likely to have the skills required to be successful in this role. Minimum of 3 years' experience in a service desk environment
Working knowledge of Windows/Azure & AWS Cloud based systems
Relevant experience in CMDB management/asset management
Exposure to transformation process and business change initiatives
Emphasis on "Excellence" in the delivery of the highest quality standards
Keen understanding of the importance of managing change delivery hand over into a service desk function
Service-oriented with track record of supporting users on-site and remotely
Creative solution-oriented mindset, and the ability to take own initiatives
Approachable, helpful, and flexible attitude
Strong verbal and written English language skills
Driving licence
We offer a competitive salary plus bonus and rewards package including holiday, health & wellbeing program, employee recognition awards, social events, pension scheme and hybrid working.
By applying for this role, your details will be sent to Ortolan People, who are engaged to provide recruitment support in processing applications. If you would like to know more about Ortolan People and how we can help you reduce your ongoing recruitment costs, get in touch
I would have no hesitation in recommending their services.
I would have no hesitation in recommending their services.
Sharon Eley, Shared Services Director National Car Parks Ltd Receive news & updates from Ortolan People
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