IT Service Desk Analyst Sydney Based

3 weeks ago


Sydney, Australia Novotech Asia Full time

**IT Service Desk Analyst | Sydney based**

Novotech is the Asia-Pacific CRO designed for biotech, accelerating clinical development via cutting-edge technology to improve patient lives.

Working in a fast-paced and adaptable environment, we strive to set the benchmark for both business and clinical trial performance across all clinical trial phases and therapeutic areas.

Our people are critical in meeting organizational, and client objectives and we place a strong emphasis on creating a collaborative, transparent, and inclusive work environment where everyone is supported to achieve.

**Responsibilities**
- Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets
- Help develop processes to reduce time taken to resolve Service Desk issues.
- Identify knowledge base gaps through daily ticket review. Create and update Novotech Service Desk SOP's/Knowledge Base.
- Adhere to all published Policies, SOP's, DOP's, WI's, and Knowledge Base Articles. Highlight & escalate any conflicts between these documents to your line manager and document in related tickets.
- Actively participate in continual service improvement programs (i.e. knowledge discovery & documentation, process improvement, technology discovery & implementation etc).

**Experience and Qualifications**
- Strong customer service skills
- Strong verbal and written communication skills
- Strong skills in MS office, Active Directory/Azure, Exchange user management.
- MSDST certification desirable.
- ITIL Certification desirable

Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect.

Our team members are passionate about what we do, but we understand work is only of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs.

We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ+, have a disability or have caring responsibilities.


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