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IT Supporter - Switzerland  

Ferring Pharmaceuticals (company)

Posted on : 20 March 2017

Project Description

  About Us 
  • Our company is a research-driven, specialty biopharmaceutical group active in global markets. 
  • The company identifies, develops and markets innovative products in the areas of reproductive health, urology, gastroenterology, endocrinology and orthopaedics. 
  • Our company has its own operating subsidiaries in nearly 60 countries and markets its products in 110 countries.

  • The job involves providing support, solutions and guidance to end-users that can't be solved by the help-desk, following our company internal ITIL processes. 
  • Keeping standard IT and Phone equipment available and maintained for company End-users. Contributing to Vendor management (Local Vendors) 

Main Responsibilities  
  •  Deliver quality IT support, solutions and guidance to users via telephone, e-mail and face-to-face contact on a daily basis in conjunction with other IS functions and external suppliers and within the fixed SLA's
  • Following internal ITIL processes and ensuring that external partners are following the company  processes
  • Keeping standard IT and Phone equipment maintained and ensuring that work is done according to quality regulations/guidelines (SOPs). 
  • Maintain current and accurate inventory of technology hardware (PCs, mobile phones and printers) and ensure there is always stock of standard equipment
  • Keep communication towards end-users on services and tools.
  •  Technical knowledge and solutions must be recorded and shared in end-user knowledge-Center. Technical in SN knowledge management.
  • Representing the department at internal and external meetings, arguing and ensuring departmental objectives
  • Contribution to policies, guidelines, documentation and transfer of Knowledge management in team and across teams, CIS
  • Ordering, setup of phones, PC's including service follow-up.. Contribute at Hardware vendor meetings and agreements. 
  • Review asset management PC, projectors, phones etc. Ensure that all meeting room equipment is set up correctly and is operating as required.
  • Keeps abreast of technological development and uses the information to proactively initiate enhancements to mitigate against future problems
  • Backup tapes are dealt with following set rules and robot never lacks tapes 

Required Experience & Skills 
  • Relevant IT education or equivalent
  •  Skills in Client OS, MS office, network, and printing
  •  Skills in Microsoft infrastructure system (e.g., Windows 2000/2003/2008, Active Directory, Exchange)
  •  Proven skills in ITIL framework, especially Incident, Problem and Change Management
  •  Service minded and responsive towards customers and colleagues
  •  Proficiency in written and spoken English
  •  Structured and calm in critical situations
  •  Contribute to CIS Ops. Core values 

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