IT Services and Support is looking for experienced Technical Service Representatives, Global Workplace Support Services to be part of the IT service desk team providing L1 and L 1.5 support across important pharmaceutical. An ideal candidate will bring a combination of hands-on technical and good communication capabilities.

Activities

• Advise and guide end users regarding the use of a broad range of products, tools and services within the IT domain
• Follow a standard call flow and service request / incident handling processes: Verify entitlement, perform troubleshooting and problem determination. Resolve and close the ticket or route the ticket to the appropriate resolver team.
• Use technical resources and tools, answer end users' queries.
• Utilize their product, technology, services skills to identify issues which may be related to products' installation, updates, configuration, operation or performance.

Experience and Qualifications

• English – reading, writing, speaking

• Prefered Bachelor's in computer science, Engineering, or related discipline with an IT certificate / diploma preferred

• 1 to 3 years' experience as a technical service desk agent

• Worked as part of 7/24/365 global operations teams

• Excellent logical reasoning, troubleshooting and problem determination skills

• Knowledge and experience with Remote takeover tools• Understanding of ITIL (IT Infrastructure Library)

• Experience with ServiceNow or similar Incident Management Tool

• Knowledge on handling Service Requests and Incidents

• Knowledge on Email tools like MS-Outlook and MS-Exchange

• Knowledge on Networking (VPN/Connectivity Issues), Internet Security,

• Knowledge on Windows, Mac O/s (Basics), Android, iOS

• Knowledge on instant messaging tools like MS-Teams

• Working knowledge on O365

• Experience with working in a pharma / Biotech / GxP environment is preferred

We offer:

We offer:

Attractive salary

Bonus: 45 days of base salary.

Vacation bonus

Savings fund.

Pantry vouchers.

Food vouchers

Life Insurance

Major Medical Insurance and Visual, Dental Plan.