Onsite IT Supporter - Lab IT (Basel, Customer Service, Application)
D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.
We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.
We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!
Tasks and Responsibilities
- Carrying out onsite support, Incident / Problem / Change / Management for IT issues
- Processing of reported Incidents and Service Requests according to ITIL
- Work on service requests like: setting up new user accounts, technical audit trail review, user review, virtualisations, system retirements
- Ensuring compliance with Service Level Agreements in our processes and guidelines
- Recording, assessing and processing customer enquiries via various communication channels, maintaining the Asset Management Database
- IT support in the Laboratory: documentation of installations, implementation of IT hardware and infrastructure solutions, as well as troubleshooting and investigation of analytical software applications and laboratory PC systems
- Hands-on support for already deployed applications, integration of third-party software
- Ensure that the technical architecture is aligned with Product Development in co-operation with IT Security and Quality Management
- Participate in Escalation Management and Audit Support
- Preferably 1-2 years of professional experience in an IT support or IT Service Desk function, ideally at a pharmaceutical company
- Practical experience and detailed knowledge of the Microsoft OS and Office environment (MS Windows 10, MS Office, SharePoint, etc.)
- Experience with the use of ticketing systems e.g.: ServiceNow or BMC Remedy
- Experience with GxP processes, ALCOA+ and documentation is a plus
- ITIL knowledge or experience is desirable
- Team player qualities and the ability to approach people openly and present complex topics in a simple and understandable way
- You are fluent in written and spoken English and preferably German
- Independent working style, commitment, reliability and the willingness to take on responsibility early on and to develop yourself further
- You are an effective communicator and proficient in handling technical documentations
- Candidates must provide Criminal record extract not older than three months
- Broad range of activities, tasks, and projects
- Lunch Checks or Reka Money (Lunch Checks can be used in 7000+ restaurants, Reka Money can be used for Transport & Accommodation, Sport & Wellbeing, Leisure &Culture, Holidays & Travel)
- Enjoy free refreshments in our D-ploy offices
- Insurance Benefits
- Fishing for Friends program – our referral program
- Further development and professional advancement
- Friendly and international working environment
- Competitive salary and various benefits