IT Helpdesk Specialist

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.

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.
• Computer setups, which includes, but is not limited to: Operating Systems setup, installation of MS updates, Anti-Virus installation / configuration, software installation / configuration, network configuration, image / re-image PC / laptops/Tablets.
• iPhone setup & IOS troubleshooting.
• Engages in research and in-depth troubleshooting to resolve technical issues. Consults with specialized technical staff when necessary.
• Liaise and Support with other IT teams were necessary: Network/Infrastructure
• Records customer and problem information in PCI's ITSM Solution. Updates tickets with activities and closes tickets with resolution entered upon completion of the job.
• Resolves Incidents and Service Requests 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.
• Procurement of, but not limited to: Computers, desktops, & printers
• Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
• Performs other duties as assigned by Manager/Supervisor.

Specific Qualifications:

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• 5 GCSEs or equivalent to include English & Maths or equivalent.
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• Desktop certifications preferred.
• Degree or equivalent gained in the field of IT/technology.
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Specific Knowledge / Skills Competence:

Essential

• Demonstrable experience in the operation & support of desktop-based systems.
• iPhone setup & IOS troubleshooting
• 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.
• The ability to speak English.

Desirable

• Understanding of GMP.

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.

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.

At PCI, Equity and Inclusion are at the core of our company’s purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity – at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies and programs, marketing approach, and workplace culture.