IT Analyst II

IT Service Desk Analyst

The IT Service Desk Analyst works within the IT department and is responsible for ensuring that efficient and effective responses to requests for day-to-day technical advice and support to internal employees and systems. The role will need to display a high level of competency in customer service, technical troubleshooting, and record keeping, to ensure customers receive the help required, and downstream teams receive the data they require. The IT Service Desk Analyst performs both virtual support for all global Novotech staff, and Office/Desktop support for the office they work from.

The IT Analyst is expected to pro-actively look for ways to improve IT Service Delivery, whether through new processes or new technology, and work to implement those improvements in the company. There may be requirements to assist with IT Projects being run by other teams or senior team members.

Responsibilities:

The responsibilities will vary day to day and may include:

• Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets/calls via Service Desk ticket review and Service Desk system stats in line with SLAs.
• Help develop processes to reduce time taken to resolve Service Desk issues.
• Identify knowledge base gaps through daily ticket review. Create and update Novotech Service Desk SOP's/Knowledge Base.
• Adhere to all published Policies, SOP's, DOP's, WIs, and Knowledge Base Articles. Highlight & escalate any conflicts between these documents to your line manager and document in related tickets.
• Actively participate in continual service improvement programs (i.e. knowledge discovery & documentation, process improvement, technology discovery & implementation etc).
• Escalate to the appropriate team where necessary with detailed notes on investigation of the issue.
• Find opportunities for service improvement and engage the relevant teams to reduce Service Desk time taken to resolve/escalate Incidents & Requests.
• Assist all other Service Desk team members in following Novotech Service Desk SOP's and highlight to line management where additional training or clarifications are required.
• Fluent written and verbal English.
• Service Desk Analysts may have additional verbal and written fluency requirements based on the location they are initially hired into:
  • Service Desk Analysts hired in Taiwan / China mainland will be required to have written and verbal fluency in Mandarin.
  • Service Desk Analysts hired in Korea will be required to have written and verbal fluency in Korean / Hangul.

Service Desk Operation

• Installation of hardware and software based on the documented processes within the knowledge base.
• In office-based locations, attend the sites either according to a schedule or ad-hoc arrangement, as directed by the team lead, with an expectation of 3 days in the office under a hybrid model.
• Manage local stock rooms, including reporting on current stock volumes and ordering of new stock to meet anticipated demand.
• Respond to incoming events in a timely manner in line with KPIs and SLAs.
• Update and resolve events received by the Service Desk team in a timely manner in line with KPIs and SLAs.
• Using the Novotech Service Desk Ticket system to record all data regarding day-to-day tasks. Self-logging of tasks completed outside of the scope of the ticket is required. E.g. walk-up, IM or telephone.
• Maintain accurate records and documentation of all interactions and resolutions within the Service Desk ticketing system, ensuring compliance with data protection and confidentiality guidelines.
• Provide training documentation and training sessions to non-IT staff on use of IT Systems and general Novotech setup.

Minimum Qualifications & Experience:

• Strong customer service skills.
• Strong verbal and written communication skills.
• Strong skills in MS Office, Active Directory/Azure, Windows OS, Exchange user management.
• ITIL V4 Foundations.
• MSDST, CCNP, or MCDST certification desirable.

Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect. 

Our team members are passionate about what we do, but we understand work is only one of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs.

We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ+, have a disability or have caring responsibilities.

We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to contacting you regarding your application.