IT Level 1 Technician

at  Rayner Intraocular Lenses

Location

Worthing
Job type:

Permanent Full Time
Job ref:

006568
We are looking for a Service Desk Analyst able to provide first/second line support to our global users.
The role is based on-site at our Worthing HQ

WHAT EXPERIENCE DO YOU NEED

• At least 1 year in a Service Desk role gained in a corporate environment.
• Experience with Service Desk support, administration and tooling.
• Familiarity with IT cyber security practices and standards security standards
• Windows10/11 Desktop Administration.
• Windows Imaging Administration and Management (Intune and AutoPilot).
• Active Directory/Azure AD Administration for account management.
• Windows network printing technologies, administration, and troubleshooting.
• Basic hardware repair (laptop/desktops).
• Foundation level TCP/IP and networking knowledge.
• Relevant qualification in aspects or IT support and administration.
• Experience gained in a pharmaceutical / medical device / life science organisation.

• As a member of the Service Desk Team, serve as the initial point of contact for all IT-related inquiries, issues, and requests.
• Triage and categorise all service requests, incidents, and changes accurately in the Service Desk management system.
• Provide first and second-line technical support, troubleshooting hardware and software issues for end-users globally.
• Escalate unresolved issues to the appropriate internal teams or third-party vendors as necessary.
• Monitor and manage service desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
• User account management, including account creation, password resets and access permissions.
• Maintain accurate and up-to-date documentation of all support activities and procedures.
• Provide excellent customer service by ensuring a positive end-user experience and clear communication throughout the support process.