Client Services Support Analyst

7 days ago

Cambridge, United Kingdom Mundipharma Full time

**Company Description**

Mundipharma is a global (ex-US) network of independent associated companies that research, develop and manufacture innovative pharmaceutical medicines and consumer healthcare products. We are an agile and fast-paced company seeking to increase access tohealth care through programmes and effective partnerships.

We are forward-looking and dedicated to bringing innovative treatments to many of the world’s most challenging conditions and diseases including: Pain Management & Supportive Care, Consumer Health, Anti-Infectives, Biosimilars, CNS, Diabetes, Oncology, Ophthalmology,Respiratory and transplantation immunity.

We make a difference to patient lives by delivering value to healthcare professionals in 120+ countries across Africa, Asia Pacific, Canada, Europe, Latin America, and the Middle East.

Our guiding principles, centred around Integrity and Patient-Centricity, are at the heart of everything we do. We encourage our people to think differently and our inclusive culture of continuous learning and collaboration make Mundipharma a great placeto work.

**Person specification**

This role is for a high performing individual with excellent communication, customer service, interpersonal, and troubleshooting skills. Someone who is proactive and most importantly passionate about providing first class IT service. They should have a goodattention to detail, and take pride in their work.

**Purpose of Role**
- works under general supervision. They will plan, schedule and monitor their own work (and that of others where applicable) competently within limited deadlines and according to relevant processes.
- work closely with the Service Desk and other global support functions. Interacts with and influences department/project team members.
- take the initiative in identifying and negotiating appropriate development opportunities.
- work towards personal, team and department objectives.

**Qualifications**
- Experience of a similar role, providing second line IT support, and in particular is able to demonstrate excellent customer service.

**Additional information**

**Specific duties & responsibilities**:??????
- Provide an exceptional level of customer service to all customers.
- May support senior level meetings
- Understand and be a role model for the key departmental processes, providing training to others on incident management and service requests
- Manage incidents and service requests assigned to the DSS team.
- Participate as a priority in the recovery and restoration of systems as required by IT major incident management teams in the event of serious disruptions to critical services.
- Be proactive in identifying improvements that can be made to processes.
- Document knowledge and share this amongst the team.
- Support and develop other Support Analysts where appropriate.
- Administer users, groups, permissions and computers within Active Directory.
- To receive and gather information relating to IT and telecommunications requirements for new company members, ensuring everything is set up ready for their first day.
- Telecommunications troubleshooting. Administration of extensions, installation of phones, both desk and wireless.
- Supporting and maintaining audio visual and video conferencing equipment within meeting rooms and around site.
- Undertake housekeeping and maintenance of all operational, procedural and technical documentation.
- Assist with stock control process ensuring that minimum stock levels are maintained.

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