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IT Helpdesk Intern - Ireland  

Company managed [?] Still accepting applications
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Posted on : 04 July 2017

Project Description

 Description:
  • Our company  is a global biopharmaceutical company focused on developing and delivering life-transforming therapies for patients with devastating and rare disorders.Our company developed and commercializes Soliris (eculizumab), the first and only approved complement inhibitor to treat patients with paroxysmal nocturnal hemoglobinuria (PNH) and atypical hemolytic uremic syndrome (aHUS), two life-threatening ultra-rare disorders. 
  • As the global leader in complement inhibition, our company  is strengthening and broadening its portfolio of complement inhibitors, including evaluating potential indications for eculizumab in additional severe and ultra-rare disorders. 
  • Our company’s metabolic franchise includes two highly innovative enzyme replacement therapies for patients with life-threatening and ultra-rare disorders, Strensiq (asfotase alfa) to treat patients with hypophosphatasia (HPP) and Kanuma (sebelipase alfa) to treat patients with lysosomal acid lipase deficiency (LAL-D). 
  • In addition, our company  is advancing the most robust rare disease pipeline in the biotech industry, with highly innovative product candidates in multiple therapeutic areas. 


Position Summary
  • The Helpdesk Support Analyst I in this position will be responsible for fielding requests for technical assistance and recording them in a ticketing system, resolving technical issues in accordance with Service Level Agreements and departmental expectations, and escalating as needed.
  • Duties include providing support for computers, printers, telephones, mobile devices and network accounts but not limited. 
  • The Helpdesk Support Analyst I will also provide support and ticket routing for other IT departments and support teams. 
  • Will respond to requests by customers over the phone, in person and directly from within the ticketing system.

 
Principal Responsibilities
  • Provides front line support for end users with IT related issues
  • Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional, courteous manner
  • Follows standard Helpdesk operating procedures to accurately log all requests using ticketing software
  • Resolves routine and moderately complex hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues
  • Maintains a high degree of professionalism while delivering outstanding Customer Service
  • Notifies IT management of all critical requests and issues
  • Learns fundamental operations of commonly used software, hardware, and other equipment
  • May participate in IT projects and programs as a lead and serve as a backup Desktop Support Technician
  • Contributes to documentation and metrics reporting
  • Provides solutions, advice and/or recommendations in a quick and timely manner
  • Provides knowledge transfer of important information to other Helpdesk Analysts and Supervisor.

 

Qualifications
  • Ability to effectively troubleshoot computer hardware and mobile device issues
  • Ability to effectively troubleshoot Microsoft Windows, Mac OS and MS Office applications
  • Ability to troubleshoot unfamiliar software application issues
  • Ability to effectively troubleshoot local and network printers
  • Excellent written and verbal communication skills
  • Ability to multitask and prioritize work efforts and present ideas in user-friendly language
  • Stress tolerance, keen attention to detail and effective interpersonal skills and relationship-building skills
  • The individual in this position is expected to have a basic understanding of the Helpdesk environment
  • The person in this position will receive supervisory direction on all routine and non-routine activities. Routine activities will be unsupervised as training and competency develops. The person in this position must have good organizational skills.
  • The position requires the individual to work collaboratively with colleagues, peers and managers.

 

Education
  • B.A. / B.Sc. or equivalent in Computer Science, with 0-2 years’ experience, or equivalent combination of education and experience

 
Competencies
  • Accountability
  • Time Management
  • Communication Skills
  • Collaboration
  • Perseverance


About Us: 
  • Our company is a global biopharmaceutical company focused on developing and delivering life-transforming therapies for patients with devastating and rare disorders. Our company  developed and commercializes the first and only approved complement inhibitor to treat patients with paroxysmal nocturnal hemoglobinuria (PNH) and atypical hemolytic uremic syndrome (aHUS), two life-threatening ultra-rare disorders.  
  • As the global leader in complement inhibition, our company  is strengthening and broadening its portfolio of complement inhibitors, including evaluating potential indications for eculizumab in additional severe and ultra-rare disorders.  
  • Our company's metabolic franchise includes two highly innovative enzyme replacement therapies for patients with life-threatening and ultra-rare disorders 
  •  In addition, our company is advancing the most robust rare disease pipeline in the biotech industry, with highly innovative product candidates in multiple therapeutic areas