IT Support Specialist (Central and Eastern Europe)

Our client is Bausch Health a global, diversified pharmaceutical company that develops, manufactures, and markets a range of products primarily in gastroenterology, neurology, dermatology, and international pharmaceuticals. Due to their further development, we are searching for a motivated IT Support specialist (for Central and Eastern Europe) to join their team in Belgrade.

Position Summary:

• Provide first and second-level contact and convey resolutions to customer issues (Bausch Health corporation employees, contractors, business partners employees) - over 800 users.
• Provide support on-site or with a remote support tool
• Management of operating systems and applications on workstations (performing installations and updating operating systems and applications, securing workstations).
• Physical management of user computer equipment (desktops, laptops, tablets, printers, monitors, IP phones, and other peripheral equipment).
• Management of fixed and low-value assets.
• Purchase of IT equipment and services according to the applicable procedures.
• Administration of systems in IT infrastructure:
• Active Directory (user, group, and computer management)
• Intune (management of mobile devices and computers)
• Helping the infrastructure team in the installation of network and server equipment
• Administration of software licenses
• Providing training to users on the use of computer equipment
• On fixed days, during on-call time the employee will appear at work (to remove any failure or alert persons responsible for removing it).
• Performing office and business work related directly or indirectly to the proper functioning of IT systems.
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through the problem-solving process
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, ticketing, documentation, and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products, and services
• Performing other tasks assigned by the supervisor.

Key Performance Indicators:

• Very good communication skills
• Very good knowledge of Windows systems
• Fluent in English in speech and writing
• Knowledge of SCCM and Intune system handling
• Very good knowledge of Office 365 applications
• Knowledge of issues related to LAN and WAN
• Ability to work in a team
• Flexibility and openness to change
• Experience in working across Europe in different cultures
• Constant improvement of own qualifications to meet new challenges
• Ability to work under stress and clearly defined time frames
• Maintaining high-quality work and ethical behavior
• Project Delivery for the supported site to agreed dates
• Customer (Business) periodical satisfaction surveys

Only shortlisted candidates will be considered.