IT Support Assistant

1 month ago

Belfast, United Kingdom Diaceutics Full time

**Please Note : Applicants should be based in Northern Ireland. This is an**
**office based role.**

**Closing Date : 10am GMT, 5th December 2023**

**This role is for a fixed-term period of one year initially with the possibility of becoming permanent.**

**Background**:
At Diaceutics we believe that every patient should have access to the right treatment at the right time
**. **We provide the world’s leading pharmaceutical companies with an end-to-end solution for the launch of precision medicine diagnostics enabled by DXRX - The Diagnostic Network®.

DXRX is the world’s first diagnostic commercialization platform for precision medicine, integrating multiple pipelines of real-world diagnostic testing data from a global network of laboratories.

**Position Summary**:
The role holder will provide first line support to all information technology users within the Diaceutics Group of Companies. Training will be provided in order that the role holder will be sufficiently skilled to perform the duties below.

**Duties and Responsibilities**:
Dealing with hardware or software problems: as a first line support officer, you will troubleshoot technical issues related to hardware components of a computer system. You will help users deal with their computers, printers, other peripherals and software issues. Your job is to isolate a problem and identify resolutions.

Explaining possible solutions to users: as a first line support, and to ask questions related to a user’s problem and identify the issue. When you figure out the source of the problem, you can work through the perceived issues to resolve the problem. If required, you can escalate this to level 2 for a solution. You also will walk the user through the resolution steps and ensure they are satisfied with the results.

Running automated diagnostic programmes on a client's device: some problems are challenging to identify, especially if the client doesn't know the cause of the malfunction. Your job is to run an automated diagnostic programme to identify the problems in the computer hardware and recommend solutions.

Logging in descriptions of client's problems and progress: when handling a client's problem, it is important to keep detailed records of the conversation and write a report on the user's problems and recommended solutions. That means you need to ask users questions to determine the full scope of the issues and prepare detailed notes. You also need to update the knowledge base on common issues faced by users.

Escalating complex problems to 2nd line support: when a problem requires technical expertise, you escalate it to 2nd line support. You also follow up on unresolved issues and update the users until a resolution is achieved.

Assisting with IT equipment setup and maintenance for Belfast HQ

Conduct PAT testing on IT and other equipment as necessary.

**Key Attributes Required**:
**People Skills**: Possess good interpersonal skills and be approachable. Have the ability to work alongside and effectively communicate with a team, focusing on accuracy and attention to detail.

**Decision-Making**:Have the ability to make decisions based on standard rules and procedures on a daily basis.

**Initiative and Independence**: Have the ability to follow standard practices or guidelines, planning workload based on agreed processes and management supervision

**Knowledge and Specialist Skills**:
**Education** - 5 GCSEs (or equivalent) at Grade C or above to include English Language, Mathematics, Information Communication & Technology.

**Experience** - Have working knowledge of computers and various software packages, e.g. Windows.

Computer and Software Knowledge and Skills - Proficient in Microsoft Office Suite.

Willingness to undertake a recognised Computer Science / IT qualification.

**Life at Diaceutics**:
We are a multi-cultural, diverse team spanning 13 countries around the world. One thing we all have in common is that we are dedicated people who are passionate about patient outcomes. All of our employees work remotely or in a hybrid model and we collaborate together as a global community.

At Diaceutics, we live by our values, The Diaceutics EFFECT. Diaceutics community is
**E**mpowered to explore new ideas and paths, and to develop new solutions for our pharma clients and lab partners. By applying
**F**oresight, innovative and entrepreneurial skills we can lead at the forefront of Precision Medicine.
**F**un is what makes life working at Diaceutics so special as it is the fuel of what we do, both internally and externally. Special care for
**E**mpathy allows us to create an open environment for working together, being listened to and understood, even when working remotely.
**C**ommunication has a special place at Diaceutics, being key across all our interactions, where we assume positive intent which leads to widespread
**T**rust across our community.

We hire smart, fun people who care about our mission and about each other. Some in

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