IT Helpdesk Specialist

PCI TRGR Penn Pharmaceutical Services Ltd; León; On-site; EUR 24,000 - 32,000; Full time

Job summary

PCI Pharma Services is seeking an IT Support professional to assist users with desktop-based systems, perform computer setups and software installations, and troubleshoot issues. The role involves liaising with IT teams, updating tickets, and ensuring policy adherence.

You will contribute to maintaining high-quality IT service delivery and support across the organization, with emphasis on accuracy, communication, and timely problem resolution.

Qualifications

• GCSEs English and Maths or equivalent required.
• Degree in IT/technology or equivalent.
• Desktop certifications preferred.

Responsibilities

• Provide support for Information Technology products and services.
• Set up computers, update systems, install software and configure networks.
• Troubleshoot issues and educate users on software/hardware functionality.
• Record information in PCI's ITSM system and close tickets on resolution.
• Escalate complex problems to specialized staff as needed.
• Maintain awareness of PCI, cGMP, and GCP policies.
• Perform other duties as assigned by Manager/Supervisor.

Skills

Verbal communication

Written communication

Numeracy

Literacy

Teamwork

Time management

Initiative

English language

Education

GCSEs English & Maths

IT/Technology degree

Desktop certifications

Tools

Desktop certifications

Job description

Main Responsibilities

• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
• Computer setups, which includes, but is not limited to: Operating Systems setup, installation of MS updates, Anti-Virus installation / configuration, software installation / configuration, network configuration, image / re-image PC / laptops/Tablets. iPhone setup & IOS troubleshooting.
• Engages in research and in-depth troubleshooting to resolve technical issues.
• Consults with specialized technical staff when necessary.
• Liaise and Support with other IT teams were necessary: Network/Infrastructure Records customer and problem information in PCI's ITSM Solution.
• Updates tickets with activities and closes tickets with resolution entered upon completion of the job.
• Resolves Incidents and Service Requests and escalates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Procurement of, but not limited to: Computers, desktops, & printers Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
• Performs other duties as assigned by Manager/Supervisor.

Specific Qualifications

• undefined 5 GCSEs or equivalent to include English & Maths or equivalent.
• undefined Desktop certifications preferred.
• Degree or equivalent gained in the field of IT/technology.
• undefined undefined undefined

Specific Knowledge / Skills Competence

• Essential Demonstrable experience in the operation & support of desktop-based systems.
• iPhone setup & IOS troubleshooting Good numeracy & literacy skills.
• Effective verbal & written communication skills.
• Excellent attention to detail.
• Good presentation skills & the ability to provide effective training to others.
• Able to present information to non-technical colleagues.
• Able to manage time & plan tasks effectively to meet agreed timescales.
• Intermediate IT skills; able to demonstrate good technical knowledge of; Microsoft Operating Systems & software packages.
• Able to work on own initiative as well as part of a team.
• The ability to speak English.
• Desirable Understanding of GMP.

Behavioural Competencies

• Analytical thinking and problem solving.
• Ability to work well under pressure with conflicting priorities.
• Extremely high personal integrity.
• Excellent customer service skills.
• Ability to deal with users sensitively.
• Team player.
• Judgement and decision making.
• Trustworthiness.

Join us and be part of building the bridge between life changing therapies and patients. Let’s talk future

Equal Employment Opportunity (EEO) Statement

PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. At PCI, Equity and Inclusion are at the core of our company’s purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity – at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies and programs, marketing approach, and workplace culture.

Why work for PCI Pharma Services?

At PCI, we have an uncompromising focus on providing quality and operational excellence and providing the industry leading customer experience. Our people make all of this happen, so providing an industry leading experience for our people is equally as important. By creating an authentic culture of purposeful work, we aspire to be an interesting and fulfilling place for talented individuals to grow careers. We live a philosophy of intentional learning combined with real-life experience supported by a fair and competitive rewards program. We are individuals, teams and a company that believes in our purpose and our approach is simple, the people who work at PCI fuel our business; we don’t say no, we figure out how.