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Tier 2 Service Desk Engineer

4 months ago

Basildon, United Kingdom Ortolan Group Full time

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

Why Pharmanovia?

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.

Our core behaviours are:

  • We act decisively but we never compromise on quality.
  • We keep our promises and do as we say.
  • 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.E., India, Singapore, Italy, Spain, and South Korea.

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.

Pharmanovia's therapeutic areas include Cardiovascular, Oncology, Endocrinology and Neurology.

About the role:

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.

The department has an ethos of continuous improvement. This, along with the rapid growth of the business, leads to a varied and dynamic working environment.

Main responsibilities & duties:

  • 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
  • Act as escalation point for your team and offer assistance/guidance where required
  • 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
  • Oversee new starter and leaver process
  • Implement all business policies and procedures
  • Oversee that general ERP System administration tasks are completed
  • 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
  • Provide knowledge transfer to analysts in aid of their development
  • Objectives setting and review
  • Create, monitor, and update key service desk policies and procedures in adherence to compliance/change & release best practices
  • Vendor relationship management

About you:

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. We are also looking for:

  • Certified IT Technician (e.g. CCNA, CompTIA A+, Microsoft Certified IT Professional)
  • Minimum of 3 years' experience in a service desk environment
  • ITIL Foundation desirable
  • Highly collaborative and able to efficiently communicate cross functionally
  • Working knowledge of Windows/Azure & AWS Cloud based systems
  • Relevant experience in Azure infrastructure administration
  • 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
  • Proven process improvement and knowledge management skills
  • Service-oriented with track record of supporting users on-site and remotely
  • Great analytical skills, methodical and high attention to detail
  • Creative solution-oriented mindset, and the ability to take own initiatives
  • Solution focused rather than constraint focused
  • Approachable, helpful, and flexible attitude
  • Strong verbal and written English language skills
  • Driving licence

What we offer:

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. We will endeavour to respond to all applicants within three working days. Occasionally for roles with a very high volume of applicants, this may not be possible.