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Senior IT Technical Support Analyst

Posted Date: 02-Jul-2021

Location: Eysins, VD, CH, 1262

Company: Quotient

Building on 30 years of experience in transfusion diagnostics, Quotient is a commercial-stage diagnostics company committed to delivering solutions that reshape the way diagnostics is practiced. MosaiQ™, Quotient’s proprietary multiplex microarray technology, offers the world’s first fully automated, consolidated testing platform, allowing for multiple tests across different modalities. MosaiQ™ is designed to be a game-changing solution, which Quotient believes will increase efficiencies, improve clinical practice, deliver significant workflow improvements and operational cost savings to laboratories around the world. Quotient’s operations are based in Eysins/Switzerland, Edinburgh/Scotland and Newtown/Pennsylvania.

 

SENIOR IT TECHNICAL SUPPORT ANALYST

 

Quotient is recruiting for a Senior IT Technical Support Analyst to join the IT Service Desk (CH) Team based in Eysins. The role is a full-time and permanent position. As Senior IT Technical Support Analyst, you will offer technical support to assure the highest level of customer satisfaction.

 

JOB DESCRIPTION

  • Act as a primary point of contact for all internal IT related user queries/issues, providing 1st and 2nd line technical support and ensure C level executive support;
  • Work closely with the IT Support team in UK to enhance processes alignment across the Company;
  • Ensure all tickets are prioritized in order of urgency/impact to business, allocate tickets to internal teams and follow up to ensure SLA targets are achieved;
  • Manage communications to the business from Service Desk announcements in case of major outage;
  • Manage Onboarding and Offboarding processes;
  • Participate in the technical implementation of Microsoft Service Centre suite at the Group level;
  • Maintain inventory of all equipment and provide the IT inventory reports for Finance department;
  • Document internal procedures and assist IT management to prepare documents for Audit;
  • Develop and improve processes, procedures and tools whenever possible;
  • Manage IT Service Desk purchasing.

 

QUALIFICATIONS & EXPERIENCE REQUIRED

  • Bachelor’s degree or equivalent in related field and ITIL Certification;
  • Minimum 8-10 years on a similar role preferably in a regulated manufacturing environment;
  • Excellent working experience of AD configuration, GPO’s, Domain trust and patch management;
  • Experience in Software & Hardware installation/configuration and support;
  • Experience in working in close collaboration with large variety of teams at all levels of the organization;
  • Working knowledge of SCCM in software and image deployments
  • Extensive hands-on technical experience with Microsoft Windows workstation products (Windows 10) and MS Office suite and working knowledge on ITSM platform (incident and service management);
  • Strong troubleshooting skills and strong experience with data gathering and investigation platforms;
  • Process orientated, with meticulous attention to detail;
  • Excellent spoken/written English and French;
  • Potentially on-call agreement at a later stage.