Established in 2004, CIDP is an international Contract Research Organisation (CRO) specialising in high-performance Research & Development activities. With more than 20 years of experience, CIDP has established a strong international presence through its centres in Mauritius, Brazil, India and Romania, providing comprehensive research project support to clients worldwide.
CIDP has recently integrated QIMA Life Sciences. This integration brings together CIDP’s longstanding scientific and clinical research expertise with QIMA’s global capabilities and resources.
Job DescriptionWe are seeking a detail-oriented and professional IT Helpdesk Support specialist to join our growing IT Operations team in Vacoas-Phoenix, Mauritius. The IT Support Specialist is responsible for delivering Level 1 and Level 2 technical support across QIMA’s global IT environment. The role ensures smooth operation of end-user IT services and supports ISO 27001 compliance activities.
Key Responsibilities
End-User Support & Service Desk
Provide day-to-day IT support, manage tickets within SLA, diagnose and resolve issues, and ensure high user satisfaction.
IT Service Delivery & Platform Administration
Support Office 365, SSO, VPN, endpoint security tools, and manage user lifecycle including provisioning, licensing, and access control.
Hardware & Local IT Support
Configure and maintain end-user devices, support onboarding/offboarding, and troubleshoot network and peripheral issues.
IT Operations & Monitoring
Perform routine system checks, monitor alerts, ticket queues, and support patching and antivirus deployment.
Access & Identity Management
Manage user access, enforce MFA and password policies, and maintain audit-ready documentation.
IT Asset Management
Maintain asset inventory, ensure lifecycle management, and support joiner/mover/leaver processes.
Security & ISO 27001 Compliance
Execute ISMS controls, support audits, report risks, and assist with incident response.
Incident, Change & Vendor Management
Support incident resolution, change processes, and liaise with vendors.
Knowledge Management & Continuous Improvement
Maintain documentation, contribute to knowledge base, and improve IT processes.
Qualifications
**Required Qualifications:**
- 1-3 years of experience in IT helpdesk support or Level 1/Level 2 technical support role
- Proficiency with Windows and/or macOS operating systems
- Experience with ticketing systems and IT service management platforms
- Knowledge of Active Directory and user account management
- Strong hardware troubleshooting and diagnostic skills
- Basic understanding of networking concepts and protocols
- Excellent written and verbal communication skills
- Ability to work efficiently in a fast-paced, multi-user environment
- Strong organizational and time management abilities
- Customer service orientation with a supportive approach to problem-solving
**Preferred Qualifications:**
- IT operations experience or background
- IT support certification (CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent)
- Proficiency with remote support tools (TeamViewer, AnyDesk, or similar)
- Knowledge of VPN, security protocols, and IT infrastructure basics
- Experience with IT asset management systems
- Familiarity with office productivity software and collaboration tools
- Experience supporting users in a corporate or multi-department environment
Who Are We Looking for:
- Adapted to supporting users across different time zones and cultures.
- Great ITSM ticking skills and communication skills
- Self-improving, proactive and eager for challenges and new skills especially AI.
- Capacity to work collaboratively with different teams and other IT Support members globally.
Skills Required
- 1-3 years of experience in IT helpdesk support or a Level 1/Level 2 technical support role
- Proficiency with Windows and/or macOS operating systems
- Experience with ticketing systems and IT service management platforms
- Knowledge of Active Directory and user account management
- Strong hardware troubleshooting and diagnostic skills
- Basic understanding of networking concepts and protocols
- Excellent written and verbal communication skills
- Ability to work efficiently in a fast-paced, multi-user environment
- Strong organizational and time management abilities
- Customer service orientation with a supportive approach to problem-solving
- IT operations experience or background
- IT support certification such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent
- Proficiency with remote support tools such as TeamViewer, AnyDesk, or similar
- Knowledge of VPN, security protocols, and IT infrastructure basics
- Experience with IT asset management systems
- Familiarity with office productivity software and collaboration tools
- Experience supporting users in a corporate or multi-department environment
What We Do
QIMA is more than a testing, inspection, certification, and compliance company: We are on a mission to offer clients smart solutions to make products consumers can trust. With a global reach spanning 100+ countries, QIMA serves the consumer products, food and life sciences industries, supporting more than 30,000 brands, retailers, manufacturers and food growers. The company combines on-the-ground expertise with digital solutions to bring accuracy and visibility for quality, safety and compliance data. What sets QIMA apart is its unique culture: 5,000 employees live and make decisions every day by the QIMA Values. With client passion, integrity, and a commitment to making things simple, QIMA continues to disrupt the Testing, Inspection and Certification industry
