IS Support Analyst

Recruiter
Piramal Healthcare
Location
Morpeth
Posted
15 Mar 2019
Closes
28 Mar 2019
Contract Type
Permanent
Hours
Full Time
IS Support Analyst
Piramal Healthcare Morpeth is a leading Pharmaceutical company, a North East Top 200 business based in Northumberland. A vacancy has been created for an IS Support Analyst. Working in a small friendly team of IT professionals, reporting to the Head of IT you will provide client facing support and improvements to our complex changing IT environment, we operate a GMP based manufacturing facility from API to finished packaged goods.
Job overview
The role entails supporting users throughout our site with their IS related issues, working with our helpdesk system to provide a quality and consistent response to the business. Working in a reactive support environment, plus assisting project based teams, you would provide friendly support using your expertise in identifying solutions.
Key requirements for the IS Support Analyst
* Answer and log helpdesk calls, directing other analysts both onsite and offsite to respond on a priority basis.
* Respond to the customer placing the helpdesk call or by visiting and obtaining full details of the problem or request, resolve the issue if possible, but if not escalate issue to a specialist within the department back via the helpdesk.
* Provide first and second level configuration problem solving support on standard PC packages; one of the main tasks is to provide user configuration support to ensure that applications are working correctly and the users can use the various resources.
* Perform operational tasks as per operational task list such as server backups and disaster recovery testing, disk space usage, check for physical faults, escalating where appropriate.
* Support account administration for new, existing and exiting staff. This will include network and application specific authority using Active Directory and other tools for application access.
* Configuration support covers the correct configuration of products that users may be likely to change, e.g., tools / options, file locations, printer setup, file authorities, network linkages etc.
* To coach users, explaining what the solution is and let the user fix it themselves with the analysts support to aid service improvement.
* Possess a high level of awareness and appreciation of what options are available.
* Provide support for installation and configuration of PC based software packages.
Desirable Experience for the IS Support Analyst :
* Knowledge of Windows based desktop environment and Office applications
* Able to diagnose problems such as printing or access rights, basic network knowledge.
* We operate a Citrix VDI environment, any skills in this area would beneficial.
* Significant experience in customer facing IS support role in a regulated industry.
* IT related qualifications and a related Degree desirable

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