Novotech Asia Looking for IT Service Desk Analyst at Bengaluru, Karnataka Full Time

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:
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 Analysts may have additional verbal and written fluency requirements based on the location they are initially hired into:

Service Desk Analysts hired in Taiwan / China mainland will be required to have written and verbal fluency in Mandarin

Service Desk Analysts hired in Korea will be required to have written and verbal fluency in Korean / Hangul

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.

Minimum Qualifications & Experience:
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

Opportunities and benefits

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.

We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to contacting you regarding your application.