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Job Details

Senior Service Desk Administrator

Company: SynteractHCR Deutschland GmbH
Location: Morrisville, NC
Reference: 26994
Closing Date: 21 Jan 17
Type: Full Time
Salary (£): On Application
Benefits: Excellent

Job Summary:

Overview The Senior Service Desk Administrator is responsible for delivering end-to-end support in accordance with Information Technology (IT) service level agreements. As a senior technical advisor, s/he will coordinate the daily operations and personnel assigned to the Service Desk ensuring suitable coverage and effective and efficient response time.  The Senior Service Desk Administrator will serve as a technical and operational point of contact for resource to other staff service...

Requirements:

Overview

The Senior Service Desk Administrator is responsible for delivering end-to-end support in accordance with Information Technology (IT) service level agreements. As a senior technical advisor, s/he will coordinate the daily operations and personnel assigned to the Service Desk ensuring suitable coverage and effective and efficient response time.  The Senior Service Desk Administrator will serve as a technical and operational point of contact for resource to other staff service desk team members; troubleshoot and resolve advanced technical problems.

 

Responsibilities

  • Manages the Incident Management Ticketing System ensuring all incidents are resolved against Service Level Agreements assuring operational excellence.

  • Troubleshoots and resolves advanced incidents.

  • Performs asset management and equipment provisioning.

  • Provides service desk reporting and analytics to management.

  • Develops business support standards, processes, procedures and guidelines for incident management.

  • Contributes to the operational development and continuous improvement of service desk operations.

  • Partners with the business to assure business requirements are understood and achieved.

  • Provides operational and technical guidance and direction to colleagues. 

Qualifications

Academic & Professional Qualifications:

  • Bachelor’s degree in Computer Science or related field of study and 5+ years’ related experience to include service desk and customer relations experience.  Equivalent combination of education, certifications and experience is acceptable.

  • Current ITIL certification

  • Experience developing operational procedures is an asset.

Skills & Experience:

  • Experience working in an ITIL Framework

  • Microsoft technology stack including Windows 7, Windows 2003-2012 Server, MS Exchange 2010 and SharePoint 2010

  • Active Directory administration

  • Citrix administration

  • Mobile device management including Apple and Android devices

What We Have to Offer

Our team-oriented organization is collaborative and diverse; our work is interesting and challenging; and every individual has an opportunity to thrive, grow, and achieve success in his or her position. We are proud of our reputation in the industry for quality services and specialized teams dedicated to meeting or exceeding client expectations

 

Who We Are

SynteractHCR is a full-service contract research organization with a successful two-decade track record supporting biotechnology, medical device and pharmaceutical companies in all phases of clinical development. With our “Shared Work – Shared Vision” philosophy we provide customized Phase I through IV services collaboratively and cost effectively ensuring on-time delivery of quality data so clients get to decision points faster. Operating in 15 countries, we deliver trials internationally, offering expertise across multiple therapeutic areas including notable depth in oncology, CNS, infectious disease, endocrinology, cardiovascular and respiratory, among other indications.

 

Our mission is to support the innovation and development of better therapies in healthcare. Our focus on patients’ safety and comfort helps us to establish ethical standards for everything we do.

 

SynteractHCR’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with SynteractHCR must be legally authorized to work in the country which they are applying and verification of employment eligibility will be required as a condition of hire.


Apply for this job: Senior Service Desk Administrator

Contact Information:

Address:  SynteractHCR Deutschland GmbH
Albrechtstrabe 14
80636 Munich
Germany
Tel:  +49 89 12 66 80 0
Fax:  +49 89 12 66 80 2444
Website:  Visit Our Web Site

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