Technical Support Analyst (1st and 2nd level)

Job content

Are you looking for an IT Support Analyst role in which the support work you do really matters?

Does a rewarding career with a progressive, world leading company in biotech and medical diagnostics, with Fortune 500 ranking, excite you?

If you’ve replied yes to these questions, we welcome you to apply for an exciting new opportunity as a Technical Support Analyst at Roche Diagnostics UK & Ireland, based in Burgess Hill.

Roche Diagnostics UK & Ireland is in an exciting phase of growth, where the business is channelling its energy, focus, functions and processes towards enhancing customer and patient experience in the countries it operates in. As the medical diagnostics market leader in UK & Ireland, the organisation recognises its responsibility to the healthcare system and will continue to remain agile in developing new ways of working, with a growth mindset.

Job scope

We are seeking a mission driven, passionate and creative individual to join our EMEA North West Cluster Team. Reporting to the UK Diagnostics Infrastructure and Service Desk Manager, you will become a trusted business partner to our main stakeholders, providing support for IT services, incident resolution, delivering new solutions and improvements within the local affiliates and commercial team.

As part of the role, your key activities will include

• Proactively managing the IT Service Desk incidents and requests, performing root cause analysis and recommending controls for problem mitigation

• Processing new starter and leaver requests, including laptop builds and smartphone configuration

• Performing remote and desk side support for end-user applications and hardware

• Assisting with workflows spanning the global support function and local teams

• Contributing to organisational programmes of work and leading on internal IT projects

The working hours for this role are 37.5 hours a week, Monday - Friday, covering hours between 08.30 - 17.30. On occasion, flexibility may be needed to work outside of these hours or travel to another site if required.

Key Responsibilities

• Provide customer centric 1st and 2nd line support for all local Roche applications, end-users and their devices

• Act as Single Point of Contact, own the customer journey through incident and problem management across all endpoints

• Effectively communicate with all areas of the business, proactively finding solutions and delivering added value

• Administer new and existing user accounts, perform essential maintenance tasks and configuration changes

• Deploy, validate and perform quality testing of end user hardware builds and applications

Who you are

The ideal candidate will be educated to GCE A-Level or equivalent with an IT related qualification. You will have excellent verbal and written communication skills, with a background in service desk support. You will have a proactive and professional approach to work and maintain a consistent image through open communication, collaboration and a strong desire to achieve. In addition, you will bring

• Previous experience of working in a similar role in an end user/customer facing environment

• Confidence in providing support and guidance to all end users, with the ability to demonstrate IT service management, incident resolution, request and change management skills.

• Expertise to assist colleagues in the IT department and wider business.

• An aptitude for a range of technologies, from software installations to cloud services, able to support users with varying levels of experience and capability.

• Excellent knowledge of cloud based technologies, applications and services.

• Strong knowledge of the Windows 10 operating system and general PC hardware.

• Experience of troubleshooting Microsoft environments, Active Directory, laptop builds and mobile device management.

• Competence in the management and reporting of computer assets and IT related hardware with ability to create and maintain technical documentation and end user guides.

• Ability to work effectively using own initiative or contribute as part of a larger team

Desirable

• Qualification or exposure to ITIL framework

• Agile methodology

• Experience with Google Workspace/GSuite

• Knowledge of Cyber Essentials accreditation

Investing in you

Roche is a company that not only invests in its business – over £6.5 billion in R&D worldwide, including £460 million in the UK alone last year – but equally importantly in its people.

What this means for you is a competitive salary and continuous support to build on your knowledge, skills and potential, helping you prepare for the exciting opportunities for further career development.

Application deadline 29th July 2021