Company Description
With more than 900 laboratories, approximately 63,000 employees, over 200,000 analytical methods, a widespread presence in 60 countries and an annual turnover of 6.7 BIL EUR, Eurofins is an international leading group in third party analytical services in the Pharmaceutical sectors, Food, Environmental and Consumer Products.
Eurofins, due to strengthen its divisions, in order to provide value to customers all over the world, is constantly looking for highly motivated and results-oriented people who want to become part of a solid and dynamic reality.
Job Description
Eurofins BioPharma Product Testing is looking for an IT Local Support - Level 2 for its headquarters in Vimodrone (MI).
This is a demanding Support&Operation position which calls for excellent 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 L2 Field Services 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. This will be achieved by troubleshooting, diagnosing and resolve problems and/or escalating the fault to one of our 3rd level teams to investigate and resolve.
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 ServiceNow, 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
Skills & Experience:
A relevant educational background in IT;
At least 3 years of relevant work experience in a similar role;
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;
A keen interest in networking with colleagues in different countries and locations;
Must be able to demonstrate a customer first approach to support;
The ability to liaise and communicate confidently and professionally with customer representatives at all levels;
Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner;
Natural aptitude for troubleshooting & problem solving;
Have solid experience in a helpdesk or technical support environment;
Highly organized and able to work on own initiative to complete the range of tasks required;
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;
Open to travel (Europe).
Beneficial skills & Experience:
Team Player;
Incident management & change management according to ITIL;
Curiosity and a desire to resolve technical problems;
Self-motivated, organized and initiative-taking;
Valid driver’s license required.
Other Information
Flexible schedule;
Professional development support.
To apply, it is necessary send a detailed Curriculum Vitae written in english, specifying the
authorization to process personal data. CVs without these requirements will not be considered.
To learn more about Eurofins, please explore our website www.eurofins.com, www.eurofins.it