IT Analyst

Current Opportunity

SERB Specialty Pharmaceuticals is a global specialty pharmaceutical group focused on prescription medicines which address rare and life-threatening diseases.

Following strategic acquisitions and targeted developments, SERB has succeeded in establishing a consistent drugs portfolio focused on niche specialty pharmaceuticals to ensure continuous availability of life-saving medicines and answer unmet medical needs.

Our commitment is to continue to offer essential drugs meeting Public health needs.

Broad Function

SERB Pharmaceuticals are seeking an IT Analyst to provide information technology support in line with the strategy for the Company’s Service function, to improve efficiency, effectiveness, and support of operations. The IT Analyst will be responsible for the delivery of IT support of end user systems and hardware under the guidance of the IT Service Manager in Paris.

Principle Responsibilities

• Direct and indirect support of IT service desk and ticket management as an escalation within the target resolution time and are documented within the ticketing system
• Ensure that group policies and projects are adhered to.
• Escalate advanced technical issues to third parties or senior members of the team.
• Prioritise, schedule, and resolve problems. Escalate unresolved problems (when required) to the appropriate Analyst.
• Deploy Laptops and ensure they are recorded and managed correctly in accordance with Serb Policies.
• Perform software installations, upgrades, user training and troubleshooting.
• Develop help sheets and frequently asked questions lists for end users.
• Provide basic end-user training and employee inductions for IT.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Assist in developing global IT standards and tools and work with colleagues in other countries to maintain current solution catalogue.
• Document and maintain fixes and solutions to issues in the IT Knowledge Base.
• Support bespoke software systems by administering users and access as documented in SOP’s.

Education and Experience

• Knowledge of basic computer hardware, including PCs, laptops, and peripheral components.
• Experience with desktop and server operating systems and Windows 10/11 Pro.
• Preference will be given to candidates with strong Intune/Autopilot skills.
• Experience with the Microsoft Office 365, Active Directory, Service Desk Support Software, MDM (Mobile Device Management) (Intune, SCCM, Azure).
• Strong grasp of Active Directory (Hybrid Azure and On-prem), Exchange, DNS (Domain Name Server), DHCP (Dynamic Host Configuration Protocol), SSO (Single Sign On)
• Experience supporting the creation of user accounts in various applications
• Management of relationships with vendors and external parties who provide services to IT.
• Preferably ITIL Foundation Certified.
• Exposure to regulated and validated environments

Skills and Attributes

• Passion for Information Technology.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and diagnostics.
• Strong verbal and written communication skills (specifically over the phone and by e-mail).
• Strong analytical and problem-solving abilities.
• The aptitude/ability to learn innovative technologies quickly (full training will be provided where required).
• The aptitude/ability to work in an organised manner, under pressure and methodically.
• Competent and organised with the ability to manage and prioritise workload, multi-task and manage a diverse mix of issues, responsibilities, and challenges

Serb Specialty Pharmaceuticals is an equal opportunity employer. We offer competitive compensation & benefit packages, challenging opportunities and a culture of working together in a supportive way built on our strong foundation of values.