Service Desk Engineer I

Information Technology Sofia, Bulgaria


Description

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 I ] 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.

The Service Desk Engineer I works as a member of the Service Desk/Tier I function within the IT End User Services (EUS) department, providing IT technical support service to office and regionally based customers, both internal and external and across multiple time zones. This role is responsible for addressing IT incidents and processing service requests with efficiency, expediency, and high-quality results. The global IT End User Services (EUS) department utilizes industry best practices in IT Service Management (ITSM) to ensure the efficient operation and support of all aspects related to the end user experience. Engaging with a global end user population, this role provides support and advice by identifying and applying solutions from the available knowledge base and/or by collaborating with the global IT team to resolve end user issues. Aspects of support include both hardware and software applications in use by the user community.

ROLE RESPONSIBILITIES:

The Service Desk Engineer I key responsibilities and activities include, but are not limited to:

  • 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)
  • Coordinates with third party service providers for support as needed
  • 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
  • Be an active member of the Service Desk team by contributing to the efficient operation and ongoing improvement of the processes related to the team
  • Suggests potential improvements to the global end user experience
  • 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
  • Occasional travel, including international, may be required

You'll Need:

  • Bachelor's degree, or its international equivalent from an accredited institution, in Computer Science, Information Technology, or related discipline preferred
  • Bachelor's degree in Computer Science, Information Technology, or related discipline and 0 - 1 year, supporting end users in an IT Service Desk/Tier I support environment, or an equivalent experience of 1+ years without degree 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 (e.g. 7, 10)
    • 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. Dameware, VNC, LogMeIn, Team Viewer, etc.)
    • Working with laptops/desktops/printers in a break/fix environment
  • Clinical drug development or other highly regulated industry background preferred
  • Previous experience working in an ITIL environment preferred
  • Experience in the following domains:
    • MS Windows OS (e.g. 7, 10)
    • 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. Dameware, VNC, LogMeIn, Team Viewer, etc.)
    • Working with laptops/desktops/printers in a break/fix environment
  • Clinical drug development or other highly regulated industry background preferred
  • Currently supported Microsoft Windows Operating Systems (e.g. 7, 10)
  • MS Office including Office 365
  • Remote Support Tools
  • Knowledge of MS Exchange
  • Active Directory account administration
  • Laptops and Desktops (e.g. Dell, HP, Lenovo, Microsoft Surface, etc.)
  • Network 3-in-1 devices (Printer, Scanner, Fax)
  • Collaboration tools (e.g. WebEx, MS Teams etc.)
  • Collaboration platforms (e.g. SharePoint, Box, One Drive, etc.)
  • Excellent customer service
  • Strong technical troubleshooting skills
  • Ability to read, write, and speak fluent English
  • Strong verbal and written communication skills
  • Teamwork in multicultural and multinational environment
  • Excellent organizational and time-management skills, able to prioritize work to meet deadlines and objectives
  • Motivated self-starter with the ability to self-manage assigned or implied tasks
  • Ability to multitask and work effectively in a fast-paced environment with changing priorities
  • Positive, results orientated approach