Job Description
Eurofins BioPharma Product Testing is looking for an Intern IT Local Support for its headquarters in Vimodrone (MI).
This is a demanding Support & Operation position which calls for customer service skills, the ability to articulate solutions clearly and confidently to Eurofins Internal end users and a high degree of technical knowledge across a broad range of technologies and IT Services provided by Eurofins IT.
Specific Assignments:
As IT Local Support, you will be in contact with our end users to fix issues and faults relating to their service.
The primary objective of the role is to provide quick and or permanent resolution. Throughout this process you will remain point of contact with the customer, maintaining ownership of the original fault or task (Incidents, Service requests, and Operational activities) adhering to current regulatory requirements as well as Eurofins standards.
Responsibilities:
* Dealing with incoming faults in a professional, courteous manner directly by users side or potentially over the phone or emails registering activities regularly in ticketing system;
* Taking ownership of faults and managing them in a logical and methodical manner;
* Correctly logging service requests, incidents and faults into BMC Helix, categorizing and prioritizing them in line with Eurofins procedures;
* Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution;
* Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate;
* Keeping the customer informed of progress;
* Diagnosing and resolving issues and requests to the customer’s highest satisfaction;
* Maintain and develop own knowledge and skills to assist with first time fault resolution;
* Identify and escalate repeated issues or service risks into your management;
* Sharing knowledge with team colleagues;
* Identify opportunities to innovate, extend and enhance service delivery everywhere possible;
* Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility and with maximum support of your Manager.
Qualifications
* Educational background in IT;
* Skilled with working on all variants MS Windows (preferably within an IT Service provider environment);
* Skilled with working on MS Office (O365) and MS Teams;
* Basic networking knowledge with colleagues in different countries and locations;
* Natural aptitude for troubleshooting & problem solving;
* Have interest in a helpdesk or technical support environment;
* Good listening skills: problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment;
* Excellent in English verbally and in writing;
* Valid driver’s license required;
* Open to travel if requested (Europe).
Additional Information
To apply, it is necessary send a detailed Curriculum Vitae, specifying the authorization to process personal data. CVs without these requirements will not be considered.
To learn more about Eurofins, please explore our website ,