Service Desk Engineer I

Information Technology Sofia, Bulgaria


Position at Premier Research

Premier Research helps highly innovative biotech and specialty pharma companies transform life-changing ideas into reality, targeting unmet needs in analgesia, neuroscience, oncology, pediatrics, and rare diseases.

We’re looking for an exceptional Service Desk Engineer to bring your passion to our team. You will be encouraged to grow professionally and personally while enjoying cross-functional partnerships with genuinely supportive colleagues, regardless of location or seniority. Most importantly, you will be using your skills to bring tangible hope to critically ill patients around the world.

At Premier Research, we are science-minded and heart-centered. Join us.

You’ll be doing:

  • Acts as primary point of contact for end users requesting support via all Service Desk communication channels (phone, chat, portal, email) with the objective of first contact resolution
  • Acknowledges receipt, respond, triage, categorize, prioritize and resolve incidents/fulfil service requests in accordance to the Service Level Agreements and following the established internal processes, customer service best practices, Company Policies, SOPs and WGs
  • Performs IT support of software and hardware, utilizing administrative account(s) with elevated privileges as well as specialized PC remote control tools
  • Performs user account management/administration – add, remove, manage permissions, password/PIN reset (e.g. Active Directory, Exchange/Office 365, WebEx, Mobile Device Management system, as well as other company-specific applications/platforms)
  • Escalates incidents and requests outside of Service Desk scope, level of access and capabilities
  • Ensures all end user service interactions are properly documented in the ITSM tool
  • Adheres to Service Desk shift rotation schedule, working outside of normal business hours (including night and early morning shifts) to provide support coverage as required
  • Participate in the Service Desk on-call rotation
  • Assist to identify and develop IT support materials both for the Service Desk team and end users, e.g. knowledge base articles, job aids, FAQs
  • If necessary, provide desktop support services, including laptop imaging and configurations, hardware shipments, moves, break/fix activities, and general technical and desktop application support

You’ll need:

  • Bachelor's degree, or its international equivalent from an accredited institution, in Computer Science, Information Technology, or related discipline would be considered as an advantage
  • 1+ years, supporting end users in an IT Service Desk/Tier I support environment
  • Previous experience working in an ITIL environment preferred
  • Experience in the following domains:

-MS Windows OS

-MS Active Directory

-MS Office Suites; Office 365

-IT Service Management systems (e.g. SysAid, Service Now, Remedy)

-Internet browsers (e.g. Internet Explorer, Edge, Firefox, Google Chrome, Safari)

-Web-based collaborative platforms/frameworks (e.g. SharePoint, Box, One Drive, etc.)

-Instant messaging and collaborative platforms (e.g. Webex, MS Teams, etc.)

-Secure software applications for remote resources (e.g. Cisco VPN, FortiClient)

-Supporting a mobile workforce with remote support tools (e.g. LogMeIn, Team Viewer, etc.)