IT Service Desk Analyst

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.

**The position**

The IT Service Desk Analyst works within the IT department and is responsible for ensuring that efficient and effective responses to requests for day-to-day technical advice and support to internal employees and systems. The IT Service Desk Analyst will need to display a high level of competency in customer service, technical troubleshooting, and record keeping, to ensure customers receive the help required, and downstream teams receive the data they require.

The IT Service Desk Analyst performs both virtual support for all global Novotech staff, and Office/Desktop support for the office they work from.

The IT Service Desk Analyst is expected to pro-actively look for ways to improve IT Service Delivery, whether through new processes or new technology, and work to implement those improvements in the company. There may be requirements to assist with IT Projects being run by other teams or senior team members.

**Minimum Qualifications**
- Strong skills in MS office, Active Directory/Azure, Exchange user management.
- MSDST certification desirable.
- ITIL Certification desirable

**Responsibilities**:
The responsibilities will vary day to day and may include:

- Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets/calls via Service Desk ticket review and Service Desk system stats in line with SLAs.
- 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).
- Escalate to the appropriate team where necessary with detailed notes on investigation of the issue.
- Find opportunities for service improvement and engage the relevant teams to reduce Service Desk time taken to resolve/escalate Incidents & Requests
- Assist all other Service Desk team members in following Novotech Service Desk SOP's and highlight to line management where additional training or clarifications are required.
- Fluent written and verbal English

**Service Desk Operation**:

- Installation of hardware and software based on the documented processes within the knowledge base.
- In locations with multiple nearby sites, physically attend the sites either based on a schedule or ad-hoc arrangement, as specified by the team lead.
- Respond to incoming events in a timely manner in line with KPIs and SLAs.
- Update and resolve events received by the Service Desk team in a timely manner in line with KPIs and SLAs.
- Using the Novotech Service Desk Ticket system to record all data regarding day-to-day tasks. Self-logging of tasks completed outside of the scope of the ticket is required. E.g., walk-up, IM or telephone.
- Representing the company in a professional manner when dealing with external vendors / suppliers and consultants.
- Provide training documentation and training sessions to non-IT staff on use of IT Systems and general Novotech setup.
- Manage local stock rooms and report on status of hardware in stock.

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.