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.
