IT Support Analyst

Charles River Laboratories; High Peak; Hybrid; GBP 35,000 - 43,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

Charles River Laboratories is recruiting an IT Support Analyst for a full-time, permanent role in the UK. The position is hybrid, with onsite expectation at least 3 days per week at our High Peak facility, and occasional travel to Edinburgh and Margate.

Reporting into the IT Support Services Manager, you will provide IT support to the wider operational team, covering desktops, Office 365, VPN access, and server/client software.

Qualifications

• GCSEs in English and Maths as a minimum. Additional IT/Technical Qualifications are desirable.
• Experience in technical support and troubleshooting desktop hardware and software issues in an enterprise environment.
• In-depth knowledge of desktop OS maintenance and troubleshooting and MS Windows operating systems.
• Proficient with MS Office, Edge, VPN utilities, SCCM, Lotus Notes and Adobe products.
• Ability to plan and organise work schedules and coordinate priorities.
• Good knowledge of LAN technologies and TCP/IP, switches and routers.

Responsibilities

• Configure, support and admin IT equipment and onboarding of new hires.
• Gather requirements and translate into funded projects with stakeholders.
• Perform break/fix analysis and implement timely solutions.
• Monitor Service Desk queues and ensure ITIL processes within SLAs.
• Conduct root-cause analysis and develop knowledge base and trainings.
• Develop new processes and procedures to improve services and rollout changes.
• Create training and communications materials for new/updated services.
• Participate in change management for site services.
• Ensure compliance with SOPs and regulatory guidelines (GxP).
• Coordinate with vendors for site requirements and projects.
• Manage permissions on folders/shares, and build devices using SCCM.
• Act as IT representative for site-related change management.

Skills

IT support

Desktop troubleshooting

Windows OS

MS Office

Communication skills

Education

GCSE English & Maths

Tools

SCCM

SharePoint

Teams

Office 365

VPN / Remote Access

Lotus Notes

Adobe Acrobat

Job description

For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

Job Overview

Are you an experienced IT Support Analyst and looking for your next role?

Charles River Laboratories are looking to recruit for an IT Support Analyst to join on a full time, permanent basis. This is a hybrid role, with expectation for this person to be onsite at least 3 days/week at our world class facility in High Peak, UK.

Reporting into the IT Support Services Manager you'll be responsible for providing IT support to the wider operational team across all levels to ensure all systems are available and functioning as needed. There may be occasional need to travel to our sites in Edinburgh and Margate.

This role would suit an experienced IT Support Analyst/Technician who is looking for their next opportunity and wants to join a global organisation with further opportunity to develop and grow!

Responsibilities

Our Information Technology department provides a wide range of IT services to all divisions of the Charles River organisation, across numerous sites in the UK.

Technology used: MS Windows Operating Systems (10/11), MS Windows Server (2019/2025) Active Director, Office365, Office Suite, SCCM, Bomgar, Remote Desktop, Lab Applications (Watson /Chemdraw/Masslynx/Analyst/WinnonLin), General Desktop User Applications.

Main Duties

• The configuration, support and routine administration of IT equipment including PC’s, laptops, mobile devices, printers. Working to support new hire onboarding - ensuring equipment is ready and available as needed.
• Gather and document functional and technical requirements and consult with the user community to turn those requirements into an appropriate funded project.
• Perform break/fix analysis for individual and recurring support issues. Document findings and work with appropriate resources to find and deliver cost effective and timely solutions when needed.
• Monitor queue in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Monitor queue KPIs and provide solutions to improve results.
• Perform root cause analysis of complex incidents or recurring problems affecting multiple sites. Develop solutions to those problems. Document in the problem resolution knowledge database and develop training materials to resolve ongoing issues or improve knowledge.
• Develop new processes and procedures to improve existing services, or to assist in deploying new support services.
• Create the training and communications materials for new and enhanced services. Implement training for medium to large scale service rollouts.
• Participate in and document status of change management for site services.
• Ensure work is compliant with applicable guidelines and regulations (e.g. SOP, GxP)
• Coordinate with approved vendors for orders and requirements for supported sites, and projects.
• Setting and amending permissions on folders/shares on a windows file server and Sharepoint / Teams environment.
• Building laptops, desktops and installing software using SCCM.
• Being the IT representative for site related change management processes.

Requirements And Profile

• GCSEs in English and Maths as a minimum. Additional IT/Technical Qualifications are desirable.
• Relevant experience in technical support and troubleshooting desktop client hardware and software issues, such as operating systems, MS Office suite, Internet Explorer, and other desktop applications in an enterprise environment.
• In-depth knowledge and extensive hands‑on experience in desktop operating system maintenance and troubleshooting, and installation and support of MS Windows operating systems.
• Ability to support, maintain, and troubleshoot MS Office suite of productivity tools, and hands‑on experience of Edge and other CRL core applications such as anti-virus software, MS Outlook, Remote Access technologies/VPN utilities, SCCM, Lotus Notes, Adobe Acrobat and other Adobe products.
• Ability to plan and organize work schedules and coordinate schedules to meet work priorities and service levels.
• Working knowledge of MS Windows compatible desktop and laptop hardware and use required.
• Knowledge and experience in various LAN technologies, such as: TCP/IP, Fast Ethernet, Hubs, Switches, and Routers.
• Good interpersonal skills to deal with customers, colleagues, and other technical staff in a courteous and friendly manner.
• Ability to work in a multicultural environment with sensitivity and respect for diversity.
• Candidates must have a full, clean driving license and their own transport.

All applicants must have full and permanent Right to Work in the UK as we are unable to provide sponsorship for this role.

The salary range for this position is upto £39,000/annum + bonus + benefits.

Please note that the salary varies within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.

About Safety Assessment

Charles River is committed to helping our partners expedite their preclinical drug development with exceptional safety assessment services, state-of-the-art facilities and expert regulatory guidance. From individual specialty toxicology and IND enabling studies to tailored packages and total laboratory support, our deeply experienced team can design and execute programs that anticipate challenges and avoid roadblocks for a smooth, efficient journey to market. Each year approximately 300 investigational new drug (IND) programs are conducted in our Safety Assessment facilities.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly worked on 80% of the drugs approved by the U.S. Food and Drug Administration (FDA) in the past five years.

At Charles River Laboratories, we recognize and recruit all talent. We are a company committed to fostering a sense of belonging and work daily in this direction.

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