Information Technology Help Desk Analyst

Company: BCforward
Location: Indianapolis
Posted on: February 24, 2021

Job Description:

BCforward is seeking a highly motivated Help Desk Analyst for their Pharmaceutical Manufacturing client in Indianapolis, Indiana.
SummaryThe Help Desk Analyst is accountable for incident management, service request management, security administration and user account management for the client supporting a range of systems executing key clinical, regulatory and safety-related business processes at a large Pharmaceutical company. As appropriate, the Help Desk Analyst will be responsible for creating and/or updating support documentation in alignment with standards, policies and procedures in a regulated environment. This position requires demonstrated root cause analysis capabilities, demonstrated experience in managing a queue and effectively communicating with end users to resolve issues and requests consistently and in a manner that evokes high customer satisfaction.

• Expected Duration: Long Term
• This is a standard 40 hour work week with hours of 9am - 5pm.
• Position will start remote until TBD.
  Duties and Responsibilities:
  • Log and investigate issues reported by end users to troubleshoot and perform action to repair and/or escalate as quickly as possible and within defined quality targets.
  • Review and understand with capability to execute activities as designed and documented in support standard operating procedures with appropriate level of detail and critical thinking applied to task(s).
  • Assigning/Removing User Permissions
  • Develop subject matter expertise in the systems, processes, and technologies that support the organization.
  • Leverage an understanding of ITIL processes and apply to Incident and Service Request Management.
  • Identify opportunities for self-service capabilities for end user base through a knowledgebase for known issues and/or workarounds.
  • Identify opportunities for more effective queue management, incident responsiveness, and service request management.
  • Remain accountable for assigned queue's, associated performance of tasks against Service Levels, and will actively escalate potential issues to management proactively.
  • Actively train peers in systems, processes, and/or tools as needed to ensure operational best practices and service levels are maintained and/or improved.
    Technical Skills:
    • ServiceNow
    • Microsoft Office
    • Microsoft Windows
    • SharePoint
      Additional Skills:
      • Keen attention to instructions and details within procedural documentation and execution pathways.
      • Ability to manage workload and priorities, including assessing incoming items and re prioritizing tasks as needed
      • Organized individual with strong note taking and documentation skills.
      • Proactive communicator, capable of leading discussion and driving follow-up with customers, other third parties, international team members and end users as needed
      • Excellent verbal and written communication skills
      • Ability to work independently with minimal supervision.
        Education and Qualifications:
        • Bachelor's degree
        • ITIL Foundations Certificate (Preferred)
        • Experience in Manufacturing, pharmaceuticals, life science or healthcare a plus

Keywords: BCforward, Indianapolis , Information Technology Help Desk Analyst, IT / Software / Systems , Indianapolis, Indiana