Ortolan Group Looking for 1st Line Service Desk Engineer at Vadodara, Gujarat Full Time

Vadodara, Gujarat, India

Salary: Competitive + Benefits + Bonus

If you are an agile, committed, and innovative IT professional with experience in 1st line service desk support then we want to hear from you!

Join us to help improve peoples’ lives and make healthcare better for everyone!

Why Pharmanovia?

Pharmanovia is a dynamic, fast-growing international pharmaceutical company with a portfolio of over 20 brands across more than 140 markets. Our mission is to improve patient health globally through the revitalisation of niche, tried-and-trusted medicines.

Our core behaviours are:
We act decisively but we never compromise on quality.

We keep our promises and do as we say.

We value our heritage and foster an entrepreneurial spirit.

We reinvest in our future – in our products, our brands and our people.

We give back to our communities.

Since its inception in 2013, Pharmanovia has grown consistently year on year, focusing on delivering high-quality branded prescription medicines to patients, prescribers, and healthcare providers across the world. Our growth has enabled the company to reinvest in its products, brands, people, and to give back to its communities. A people business with a strong, supportive culture that encourages innovation and entrepreneurial spirit, our team comprises over 300 employees and 29 nationalities, operating from offices in the UK, Denmark, Netherlands, Switzerland, U.A.E., India, Singapore, Italy, and South Korea.

We are an agile, committed, and innovative global specialty pharma business and a preferred partner for innovator pharma companies, instigating a paradigm shift in the life cycle management of iconic medicines. We seek to extensively engage with clinical communities to communicate product improvements and prioritise environmental, social, and governance considerations across the business and workforce.

Pharmanovia’s therapeutic areas include Cardiovascular, Oncology, Endocrinology and Neurology.

About the role:
Reporting to the Service Delivery Manager, the role of the 1st Line Service Desk Engineer is to support Pharmanovia employees by resolving basic technical problems, carrying out service requests, and escalating complex or priority issues via the proper channels.

You will be maintaining and expanding our knowledge base, configuration management database and any attributed IT policies and procedures as part of IT Support standard operating procedure. Support will be provided in person, over the phone or remotely to address all network, project, and user issues. The role will provide 1st line assistance to our Vadodara site, and remote support for our international offices globally.

The role is based in our Vadodara site in India, and there is an expectation for occasional travel to one of our international sites. We operate a flexible hybrid working policy with a required site presence at a minimum of 3 days a week.

Main responsibilities & duties:
Initial point of contact for Tier 1 service desk: receive and triage calls/tickets relating to incidents and service requests

Log and record call details and maintain clear consistent communication with users throughout the lifecycle of tickets following ITIL good practice within incident and service request processes

Prioritise all tickets accurately, and ensure Service Desk SLAs and KPIs are met with the completion of tasks meeting required time frames

Resolve 1st line queries and escalate where appropriate

Ensure escalation to Tier 2/3 Support where appropriate and as per escalation procedure

Undertake hardware & software configuration for joiners/movers/leavers

Undertake hardware & software troubleshooting

Populate and maintain our service desk knowledgebase

Assist Tier 2/3 with pre and post systems and applications testing

Adhere to all business policies and procedures and provide feedback/recommendations for improvement

Maintain asset management lifecycle via Standard Operating Procedure

Assist in the completion and delivery of user training and documentation

Assist with ensuring security and privacy of networks and computer systems

Always provide excellent customer service with clear professional communication

Vadodara deskside support and physical handling of site hardware

Provide support across the following: networking, servers, desktop, software, printers, remote access, and mobile devices including tablets/smartphones etc

About you:
Candidates with at least 1 year experience of supporting users onsite and remotely will be likely to have the skills required to be successful in this role. We are also looking for:

IT Technician certification, e.g. CCNA, CompTIA A+, MS Certified IT Professional is desirable, as is ITIL foundation

Bachelor’s degree or equivalent in a relevant field, e.g. computer science or engineering is desirable

Windows 10/11, MS Office 2016/365, MS Server platforms

Experience in MDM and wi-fi management solutions (e.g. Cisco Meraki) along with Apple DEP integration

Ability to diagnose faults and resolve calls at 1st line through to intermediate 2nd line

Experience of Solarwinds helpdesk or a similar ITSM platform

Support experience of Microsoft 365 and Azure environment, including day to day activities, migrations, hybrid environment and exchange tasks

Experience of face-to-face user training for inductions and knowledge transfer

Knowledge of managing Apple iPhones using corporate managed systems is a plus, as well as support experience of Microsoft Intune and Autopilot

Knowledge/experience of SAP S4/Hanna is an advantage, as well as Sharepoint

Experience of procurement process and engagement with vendors is desirable

Great organisational and time management skills, able to prioritise workload effectively

Methodical, with proven technical, problem-solving and troubleshooting skills

Strong verbal and written communication skills in English

Team player, ability to work under own initiative

Service-oriented with great customer service skills and persona

Valid driving licence

You will need a flexible attitude to working hours, as well as the ability to travel internationally as this will be required on occasion for the role.

What we offer:
We offer a competitive salary plus bonus and rewards package including holiday, health & wellbeing program, employee recognition awards, social events, pension scheme and hybrid working.