1st Line Desktop Support Analyst

ABOUT IDBS

IDBS is a dynamic and innovative company providing purpose-built software solutions to address the data management challenges prominent across the BioPharma lifecycle and supply chain.

Leveraging more than 30 years of experience in life science informatics, we are uniquely positioned to deliver a portfolio of innovative BioPharma knowledge management technologies to streamline the capture, analysis, reporting and sharing of data required to accelerate the next generation of life-changing therapies.

Cloud-native and analytics-centric, our platforms enable customers in research, development and manufacturing to efficiently and compliantly access critical data and insights to make faster, smarter decisions with greater confidence.

IDBS serves thousands of users across hundreds of organizations around the globe. Our predominant customer base is Life Sciences and includes 23 of the top 25 pharmaceutical companies and more than 250 small and medium-sized pharma and BioPharma companies, CROs, CDMOs and CMOs.

IDBS is one of the 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

ROLE SUMMARY

As a member of the IT department, the Desktop Support Analyst will work with other members of the team to share responsibility for the maintenance of the IT Support Helpdesk; documenting all calls, prioritizing as required, and escalating necessary calls to internal support or outside vendors, to ultimately oversee the successful and expedient resolution of all queries. The Desktop Support Analyst will have excellent interpersonal skills and an organized approach, with the ability to adapt and respond to ad-hoc queries in a timely manner.

This is an exciting opportunity to work in a global environment utilising existing skills, as well as developing new skills, to help deliver first-class IT support to global IDBS employees on a wide variety of issues. For this reason, guidance and on-the-job training will be given as needed.

Do you want to work in a great IT team, with varied work? Do you enjoy the challenge of trouble-shooting hardware, solving software problems and providing excellent IT service?

We are currently seeking a talented Desktop Support Analyst who will be responsible for the maintenance of the IT Service Desk; resolving issues, fixing faults, documenting calls, prioritising as required, and escalating necessary calls to third line, to ultimately oversee the successful and expedient resolution of all calls. The Desktop Support Analyst will have excellent interpersonal skills and an organized approach, with the ability to adapt and respond to ad-hoc queries in a timely manner.

This is an exciting opportunity to work in a global environment utilising existing skills, as well as developing new ones, to help deliver first-class IT support to global IDBS employees on a wide variety of issues.

This is a hybrid position based in Woking - minimum 2 days a week - Wednesday and either Tuesday or Thursday + a Monday or Friday when required. 

What we will get you doing:

• Onsite and remotely test computers and peripherals to diagnose hardware and software problems. Troubleshoot, repair and maintain computer equipment (e.g. laptops and peripherals). Work with hardware vendors to resolve equipment failures/problems. Build and deploy new laptops
• Assist in the maintenance of current infrastructure, servers, networks. Provide additional technical support for the network/server environment. Test applications for environmental compatibility; maintain and update systems (software deployment). Administer user accounts
• Monitor and manage calls assigned to you on the service desk, working through to resolution. Develop and test user documentation; follow all IT related documentation and processes; maintain accurate and up to date records, ensuring compliance with the company’s procedures

Here is what success in this role looks like:

• Possessing strong attention to detail and troubleshooting skills to effectively diagnose and resolve laptop/network issues, either independently or by escalating to appropriate technical resources.
• Serving as a representative for the service desk, effectively communicating and resolving problems and requests, while also initiating necessary actions.
• Providing support for operating systems commonly used within the company's environment while collaborating with team members towards shared objectives.

Additionally, maintaining confidentiality of sensitive information is implicitly expected in this role.

It would be a plus if you also possess previous experience in:

• CompTIA Network+
• Microsoft MTA/MCITP
• Windows & Mac OS, SCCM, InTune, Jamf

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit www.danaher.com.