Job description
Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.
We are PCI.
Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.
General Purpose of Role:
The role of the Help Desk Technician is to assist internal PCI customers with IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution however the Help Desk Technician is responsible to ensure that an effective solution is provided to the user.
Main Responsibilities:
- Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
- Engages in research and in-depth troubleshooting to resolve technical issues. Consults with specialized technical staff when necessary.
- Records customer and problem information in PCI's Work Order System. Updates tickets with activities and closes tickets with resolution entered upon completion of the job.
- Resolves work orders and escalates complex and/or high priority problems to the appropriate support groups for resolution.
- Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
- Monitors spam filtering and internet logs.
- Keep track of all company software licenses.
- Quoting and ordering of IT components.
- Works on Helpdesk related projects as assigned by the manager or supervisor.
- This position may require overtime and/or weekend work.
- Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
- Attendance to work is an essential function of this position.
- Performs other duties as assigned by Manager/Supervisor.
Specific Qualifications:
- 5 GCSEs or equivalent to include English & Maths or equivalent.
- Desktop certifications preferred.
- Degree or equivalent gained in the field of IT/technology.
Specific Knowledge / Skills Competence:
- Demonstrable experience in the operation & support of desktop based systems.
- Good numeracy & literacy skills.
- Effective verbal & written communication skills.
- Excellent attention to detail.
- Good presentation skills & the ability to provide effective training to others.
- Able to present information to non-technical colleagues.
- Able to manage time & plan tasks effectively to meet agreed timescales.
- Intermediate IT skills; able to demonstrate good technical knowledge of; Microsoft Operating Systems & software packages.
- Able to work on own initiative as well as part of a team.
- Understanding of GMP is desirable.
Behavioural Competencies:
- Analytical thinking and problem solving.
- Ability to work well under pressure with conflicting priorities.
- Extremely high personal integrity.
- Excellent customer service skills.
- Ability to deal with users sensitively.
- Team player.
- Judgement and decision making.
- Trustworthiness.
#LI-VR1
Join us and be part of building the bridge between life changing therapies and patients.
Let’s talk future
Equal Employment Opportunity (EEO) Statement:
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
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