Job Title : IT Service Desk Technician
Location : Katowice, śląskie
Company : Eurofins
Salary :
Open Date : 2023-01-07
Close Date : 2023-05-07

Company Description

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

Group's key figures are approx. 4.56 billion Euros turnover, over 800 laboratories across 50 countries and about 50,000 staff.

Job Description

Overall Objectives:

This is a demanding support & operation position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to Eurofins Internal end users and a high degree of technical knowledge across a broad range of technologies and IT Services provided by Eurofins IT.

Specific Assignments:

• As IT Service Desk Engineer you will act as part of the first point of contact for Managed Service customers to report issues and faults relating to their service.
• The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolve problems and/or escalating the fault to one of our 2nd line teams to investigate and resolve.
• Throughout this process you will remain point of contact with the customer, maintaining ownership of the original fault or task. (Incidents, Service requests and Operational activities)
• Adhering to current regulatory requirements as well as Eurofins standards.

Responsibilities:

• Dealing with incoming faults in a professional, courteous manner over the phone or emails to ticket system;
• Taking ownership of faults and managing them in a logical and methodical manner; • Correctly logging service requests, incidents and faults, categorizing and prioritizing them in line with Eurofins procedures;
• Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution;
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate;
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively;
  • Operational or project related activates like:
  • Patching and upgrades
  • Managing users AD and MS365
  • CMDB librarian work o Compliance monitoring
  • Server & Service monitoring
  • License management
• Keeping the customer informed of progress;
• Diagnosing and resolving problems to the customer’s highest satisfaction;
• Maintain and develop own knowledge and skills to assist with first time fault resolution;
• Identify and escalate repeated issues or service risks into your management;
• Sharing knowledge with team colleagues;
• Identify opportunities to innovate, extend and enhance service delivery everywhere possible;
• Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility;
• Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service and time records in a timely manner.

Qualifications

Skills & Experience:

• Skilled with working on all variants MS Windows (preferably within an IT Service provider environment);
• Skilled with working on MS Office (2016 and O365) and MS Teams;
• A keen interest in networking with colleagues in different countries and locations;
• Must be able to demonstrate a customer first approach to support;
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels;
• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner;
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels;
• Natural aptitude for troubleshooting & problem solving; • Have solid experience in a helpdesk or technical support environment;
• Highly organized and able to work on own initiative to complete the range of tasks required;
• Flexible and willing to work outside core business hours as required;
• Excellent in English verbally and in writing.

Beneficial skills & Experience:

• Strong O365 competence (Configuration, SharePoint, Migration)
• Incident management & operational management according to ITIL;
• A keen interest in Windows server & Microsoft Azure;
• Fluent in any other Nordic languages.

Additional Information

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products.

In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.

Apply This Job