IT Support Analyst

Job Requisition ID:  32286
Department:  IT
Category:  Corporate - IT


Date:  26 Jun 2024


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
The role is to provide information technology support in line with the strategy for the Company’s MES (Manufacturing Execution Systems) and Infrastructure. To improve efficiency, effectiveness, and support of 24x7 operations. This individual is responsible for the MES under the guidance of the IT Service Delivery Lead, with accountability to the Process Specialist Manager. 

Principle Responsibilities
1.    Provide first level support on the MES Systems in use at SERB (Wales) with accountability to the Process Specialist Manager
2.    Be the IT contact for MES related QMS (Quality Management Systems) actions.
3.    Document standard operating procedures (SOP) used by SERB support staff. Assist in developing global IT standards and tools and work with colleagues in other countries to maintain current solution catalogue.
4.    Escalate advanced technical issues to third parties or senior members.
5.    Manage ongoing and future infrastructure projects, ensure technical implementations and timelines are aligned with ongoing business needs and based on best practices and/or BTG standards.
6.    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
7.    Prioritise, schedule, and resolve problems. Escalate unresolved problems (when required) to the appropriate Analyst.
8.    Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
The above duties and responsibilities are not an exhaustive list and you may be required to undertake any other reasonable duties compatible with your experience and competencies. This description may be varied from time to time to reflect changing business requirements.


Education and Experience
•    Experience with MES systems in a Pharma, or Manufacturing industry advantageous.
•    Experience with Linux IGEL advantageous.
•    Knowledge of basic computer hardware, including PCs, laptops, and peripheral components.
•    Experience with desktop and server operating systems, including Windows Server 2008-2019 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 working in a team-oriented, collaborative environment.
•    Management of relationships with vendors and external parties who provide services to IT.
•    Ability to absorb and retain information quickly.
•    Ability to present ideas in user-friendly language.
•    Highly self-motivated and directed.
•    Proven analytical and problem-solving abilities and attention to detail.
•    Ability to effectively prioritise and execute tasks in a high-pressure environment.
•    Exceptional customer service orientation.
•    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.