Client Services Support Analyst

Job Description

Company DescriptionMundipharma is a global (ex-US) network of independent associated companies that research, develop and manufacture innovative pharmaceutical medicines and consumer healthcare products. We are an agile and fast-paced company seeking to increase access tohealth care through programmes and effective partnerships.We are forward-looking and dedicated to bringing innovative treatments to many of the worlds most challenging conditions and diseases including: Pain Management & Supportive Care, Consumer Health, Anti-Infectives, Biosimilars, CNS, Diabetes, Oncology, Ophthalmology,Respiratory and transplantation immunity.We make a difference to patient lives by delivering value to healthcare professionals in 120+ countries across Africa, Asia Pacific, Canada, Europe, Latin America, and the Middle East.Our guiding principles, centred around Integrity and Patient-Centricity, are at the heart of everything we do. We encourage our people to think differently and our inclusive culture of continuous learning and collaboration make Mundipharma a great placeto work.Job DescriptionPerson specificationThis role is for a high performing individual with excellent communication, customer service, interpersonal, and troubleshooting skills. Someone who is proactive and most importantly passionate about providing first class IT service.They should have a goodattention to detail, and take pride in their work.Purpose of RoleCandidate will work within the IT Support Team, providing a high level of desk side IT support for our users on the Cambridge Campus.Candidate will demonstrateexcellent customer service, communication, and troubleshooting skills and they will:

• works under general supervision. They will plan, scheduleand monitor their own work (and that of others where applicable) competently within limited deadlines and according to relevant processes.
• work closely with the Service Desk and other global support functions. Interacts with and influences department/project team members.
• performs a broad range of work, sometimes complex and non routine, in a variety of environments. They will absorb and apply technical information; and understand and useappropriate methods, tools and applications.
• take theinitiative in identifying and negotiating appropriate development opportunities.
• work towards personal, team and department objectives.

Qualifications

• Experience of a similar role, providing second line IT support, and in particular is able to demonstrate excellent customer service.
• The candidate must demonstrate good technical knowledge and have experience of supporting a Microsoft environment.
• The candidate will ideally have a related IT qualification, and ITIL Foundation.

Additional informationSpecific duties & responsibilities:

• Provide an exceptional level of customer service to all customers.
• May support senior level meetings
• Understand and be a role model for the key departmental processes, providing trainingto others on incident management and service requests
• Manage incidents and service requests assigned to the DSS team.
• Participate as a priority in the recovery and restoration of systems as required by IT major incident management teams in the event of serious disruptions to critical services.
• Be proactive in identifying improvements that can be made to processes.
• Document knowledge and share this amongst the team.
• Support and develop other Support Analysts where appropriate.
• Administer users, groups, permissions and computers within Active Directory.
• To receive and gather information relating to IT and telecommunications requirements for new company members, ensuring everything is set up ready for their first day.
• Telecommunications troubleshooting. Administration of extensions, installation of phones, both desk and wireless.
• Provide, maintain and assist with use of mobile email devices, both in head office and remotely.
• Supporting and maintaining audio visual and video conferencing equipment within meeting rooms and around site.
• Undertake housekeeping and maintenance of all operational, procedural and technical documentation.
• Assist with stock control process ensuring that minimum stock levels are maintained.