EMEA IT Service Desk Analyst

at  Guerbet

At Guerbet, we build lasting relationships so that to enable people to live better. This is Our Purpose .
We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging. As a pioneer in the field of contrast products since the last 95 years ,we continuously innovate. We dedicate 10% of our revenue to Research & Development such as to improve the diagnosis, prognosis and quality of life of patients.
Achieve, Cooperate, Care and Innovate are the values ​​that we share and practice on a daily basis.
Working at Guerbet is not only being part of a multicultural team of 2,600 people across more than 20 countries, but, it is above all about playing a unique role in the future of medical imaging.
For more information on Guerbet, go to www.guerbet.com and follow Guerbet on Linkedin, Twitter, Instagram and Youtube
Location: Czech Republic, Prague (Hybrid role)
Permanent contract to be filled as soon as possible
We have established EMEA IT Service Desk Support Team in Prague servicing all of EMEA region operations and are seeking talented individuals with IT knowledge and excellent communication and customer service skills to join us. The position reports to the EMEA IT Service Desk Team Leader and is part of a team who is responsible for providing technology assistance to various Guerbet business functions located in the EMEA region.
Your responsibilities
This role is responsible for providing effective day-to-day delivery of support services and functions. The EMEA Support Team is expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests.
The role of the Service Desk Analyst is to respond to user requests for service, to diagnose, categorize and prioritize incidents effectively, ensuring as many incidents and requests are resolved at the first point of contact using the tools and knowledge sources available, as well as keep users informed of progress, providing outstanding customer service at every stage.
Resolution of various technical problems and answering internal and/or external customer queries from specific technology areas such as computer hardware, software, network, and telecommunications systems.
To receive system-related incident and information request calls from users of IT services via the ServiceNow ticketing system, emails, and telephone calls. Deal knowledgeably with the calls either by resolving or passing the call to the most appropriate person/team for resolution.
To keep customers informed of the progress of incidents and requests by updating ServiceNow in a timely and accurate manner. Ensuring that others can interpret the data and allow communication of progress to the customer and EMEA Support team.
Diagnosing, identifying, isolating, and analyzing problems.
Routing unresolved queries to other specialists within the EMEA IS team.
To assist and undertake the training of staff and keep up to date all new releases and relevant documentation of IT systems.
Assist with the implementation of IT systems across the Group.
Set up and administer new users, passwords, and permissions.
Working with external suppliers and vendors to achieve timely resolutions to incidents and requests where services are supported and/or hosted by third parties. Liaise with third-party support companies.
Managing multiple requests at the same time whilst keeping a level head and maintaining high standards of customer service.
Analyse End User requirements, and impact on the business (Functional and Technical), for any change requests.
Continually seeking ways of improving the efficiency of the systems, in order to reduce costs and/or improve quality.
Perform other duties as assigned by management.
Your profile

EDUCATION:

High school or higher

EXPERIENCE:

A minimum of 2 years of work experience

PREFERRED SKILLS/QUALIFICATIONS:

Communicative French and English are a must, and other European Languages an advantage
Happy to help
Ability to adapt to changing conditions
Willing to learn and expand knowledge
Ability to work independently and also in a team
ServiceNow ticketing system
Familiar with Service Desk functions
Creating technical documentation and standard operational procedures
Can independently resolve a variety of call types (password issues, software pushes, mobile devices configuration/troubleshooting (C/T), Windows OS C/T, MS Office C/T, Office application C/T)
Familiarity with DHCP, AD, DNS, IP, FTP, HTTP, HTTPS, Firewall, Antivirus, NAT, Proxy server, Routing
Capable of asking appropriate probing questions in order to gather sufficient information, identify the scope, set the appropriate priority level, and determine the direction to take with the ticket.
Able to effectively communicate with customers on the phone and professionally address their requests
Works as a liaison between users and corporate/outsourced support personnel, coordinating support activity to drive issues to root cause and correct issues affecting users in the region.
Maintains plans to ensure the continuity of critical business functions and minimize information loss in the event of a disaster for local office and sites in region

Please refer the Job description for details