Desktop Support Specialist II

PCI Pharma Services; United Kingdom; On-site; GBP 30,000 - 42,000; Full time

Job summary

PCI Pharma Services in the United Kingdom is seeking a Desktop Support Specialist II to provide daily end-user assistance across the global network. You will diagnose hardware, software, and connectivity issues, perform installations, and escalate as needed to keep users productive.

The role covers OS setups, MS Office issues, device imaging, AD basics, mailbox management, iPhone/iOS troubleshooting, and coordination with third-party providers.

Qualifications

• Bachelor’s degree in computer field or equivalent experience in helpdesk.
• Experience with hardware/software and basic network connectivity issues.
• Familiarity with MS Office installation, configuration and troubleshooting.
• Analytical thinking and ability to work under pressure.

Responsibilities

• End user support across the organization.
• Monitor Solution Centre and Spiceworks for tickets.
• Set up computers: OS, MS updates, antivirus, software, network, imaging.
• Proficient with MS Office installation, configuration, and troubleshooting.
• Hardware/software troubleshooting and upgrades.
• Network user creation/deletion; basic AD knowledge.
• Mailbox creation/deletion; distribution group maintenance; EMC basics.
• iPhone setup and iOS troubleshooting.
• Procurement of computers, desktops, and printers.
• Escalate Solution Centre submissions professionally.
• One-on-one user support via phone, email, Bomgar, or Solution Centre.
• Coordinate with third party service providers for repairs under warranty or outsourced systems.
• Stay current with evolving technologies.

Skills

Math skills

Computer skills

Professional proficiency

High reasoning

Report writing

Teamwork

Education

Bachelor’s degree or equivalent (helpdesk)

Tools

Spiceworks

MS Office

AD

EMC

Job description

Job Description

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.

We are PCI.

Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

General Purpose of Role :

The Desktop Support Specialist II's primary responsibility is daily support of PCI end users. This will be accomplished by monitoring the Solution Center and resolving Solution Center submissions efficiently. Diagnose computer hardware / software, & network connectivity accurately and efficiently. Use good judgement in determining if issue needs escalation. Performs hardware / software installs & provide all support in a professional manner.

Main Responsibilities :

• End user support
• Monitor Solution Centre, Spiceworks
• 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.
• Proficient with MS Office installation, configuration, and troubleshooting
• Basic hardware & software trouble shooting, ability to install / upgrade hardware / software.
• Network user creation / deletion, basic knowledge of AD
• Mailbox creation / deletion, distribution group maintenance, basic knowledge of EMC
• iPhone setup & IOS troubleshooting.
• Procurement of, but not limited to: Computers, desktops, & printers
• Proper escalation of Solution Centre submissions
• Provide one on one assistance to end users by either phone, email, Bomgar, or Solution Centre
• Coordinate with third party service providers for timely repair / configurations of systems under maintenance agreement warranty or systems that are outsourced.
• Keep up to date with current technologies.

Specific Qualifications:

• Bachelor’s degree in computer related field or equivalent experience in helpdesk related field
• Experienced with hardware / software
• Experienced in troubleshooting network connectivity issues
• Basic understanding of TCP/IP, DHCP, AD, EMC, & DNS
• Experience in troubleshooting in, but not limited to: MS Office, Computer setup, software installs, & basic network connectivity issues
• iPhone setup & IOS troubleshooting
• Ability to prioritize work with little to no supervision, which includes ability to prioritize the issue when needed
• Be able to work as part of team, but also be able to work on projects alone

Specific Knowledge / Skills Competence :

Essential

• Basic Mathematical Skills
• Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs.
• Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
• High Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where there is only limited standardisation. Ability to interpret a variety of instructions that may be provided in various forms.
• High Standard of Report Writing

Desirable

• Understanding of GMP.
• Ability to demonstrate attention to detail.
• Ability to display excellent time management skills.
• Ability to work independently and/or as part of a team.
• undefined

Behavioural Competencies :

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

#LI-MS1

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.