PRAHS

  • IT Help Desk Support Representative

    Job Locations (All) | Germany-Mannheim
    Posted Date 3 weeks ago(11/28/2018 7:49 AM)
    ID
    2018-49218
  • Overview

    At PRA Health Sciences, our application of technology truly sets us apart. We are committed to providing you with the tools and resources necessary as you consider a career with us. Join PRA in utilising innovative solutions – let's change lives and make the world a better place.

    Responsibilities

    We are currently looking for a highly motivated IT Help Desk Support Representative to join our successful IT team in our Germany Head Quarters in Mannheim.

     

    This role would be ideal for candidates who possess a natural enthusiasm for technology and have the relevant skills, experience and qualifications to perform a Technical Customer Support role. 

     

    The IT Help Desk Support Representative will perform and support Service Request tasks such as providing system access, within our IT department. They are responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users to ensure all Service Requests are managed and resolved within the promised timeframes.

     

     

    Responsibilities in this role include: 

    • Resolving technical problems related to computer hardware, software, network, systems/applications access and telecommunication systems.
    • Applying understanding of company’s general business functions and systems to accurately prioritizing each request / incident
    • Ensuring all Incidents and Service Requests are resolved against SLAs and with the highest customer service standards
    • Performing administrative duties in support of the local Tier 2 team – these include but are not limited to:
      • New employee onboarding / offboarding
      • Asset management – laptops imaging, VOIP phones configuration, desks setup
      • Working with facilities team to organize IT equipment shipments
    • Accurately recording all customer service requests and actions in the ITSM application
    • Investigating and resolving user issues using the appropriate tools and channels of escalation.
    • Performing Quality Control role of complete tasks to ensure we meet the expected quality standards and that work complies with PRA’s Standard Operating Procedures (SOPs) and policies

     

    Qualifications

    You are:

     

    Customer focused, results driven and approachable.

     

    You understand the nature of the multi-domain IT environments. Needs to have experience working with a demanding customer and demonstrate good organizational skills.

     

     

    Desired Skills and Qualifications:

     

    • Analytical, dependable and able to multi-task
    • Customer service orientation.
    • Advanced troubleshooting skills
    • Strong knowledge of Microsoft Windows 7/10

    • Experience with Active Directory/Microsoft Exchange

    • Basic IT Network troubleshooting skills

    • Microsoft Certificates like MCDST are beneficial

    • Experience in working with office 365 products / understanding the cloud-based solutions
    • Possesses good interpersonal and communication skills in English and German
    • Educated to a degree standard

     

     

    Your health, your family, your career — the things that matter to you, matter to us. The benefits of PRA just get better and better.

     

    For more information please visit our website: www.prahs.com

     

     

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