PpEurofins BioPharma Product Testing is looking for an bIT Local Support - Level 2 /b for its headquarters in Vimodrone (MI). /ppThis is a demanding Support Operations 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. /ph3Specific Assignments /h3pAs 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 resolving problems and/or escalating the fault to one of our 3rd level teams to investigate and resolve. Throughout this process you will remain the 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. /ph3Responsibilities /h3ulliDealing with incoming faults in a professional, courteous manner directly by users side or potentially over the phone or emails registering activities regularly in a ticketing system /liliTaking ownership of faults and managing them in a logical and methodical manner /liliCorrectly logging service requests, incidents and faults into ServiceNow, categorizing and prioritizing them in line with Eurofins procedures /liliConducting full and thorough diagnostics with end users to enable first point of contact fault resolution /liliEnsuring all faults are progressed cleared within SLA – escalating to other internal and external teams as appropriate /liliKeeping the customer informed of progress /liliDiagnosing and resolving issues and requests to the customer’s highest satisfaction /liliMaintain and develop own knowledge and skills to assist with first time fault resolution /liliIdentify and escalate repeated issues or service risks into your management /liliSharing knowledge with team colleagues /liliIdentify opportunities to innovate, extend and enhance service delivery wherever possible /liliUndertaking 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 /li /ulh3Qualifications /h3h3Skills Experience /h3ulliA relevant educational background in IT /liliAt least 3 years of relevant work experience in a similar role /liliSkilled with working on all variants MS Windows (preferably within an IT Service provider environment) /liliSkilled with working on MS Office (O365) and MS Teams /liliA keen interest in networking with colleagues in different countries and locations /liliMust be able to demonstrate a customer first approach to support /liliThe ability to liaise and communicate confidently and professionally with customer representatives at all levels /liliExcellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner /liliNatural aptitude for troubleshooting problem solving /liliHave solid experience in a helpdesk or technical support environment /liliHighly organized and able to work on own initiative to complete the range of tasks required /liliGood listening skills: problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment /liliExcellent in English verbally and in writing /liliOpen to travel (Europe) /li /ulh3Beneficial skills Experience /h3ulliTeam Player /liliIncident management change management according to ITIL /liliCuriosity and a desire to resolve technical problems /liliSelf-motivated, organized and initiative-taking /liliValid driver’s license required /li /ulh3Additional Information /h3ulliFlexible schedule /liliProfessional development support /li /ulpTo apply, it is necessary to send a detailed bCurriculum Vitae written in English /b, specifying the authorization to process personal data. CVs without these requirements will not be considered. /ppTo learn more about Eurofins, please explore our website /p /p #J-18808-Ljbffr