Help Desk Support Representative

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Job description

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

*Job Description*

We are currently looking for highly motivated individuals to join our successful IT team in our Swansea operation. This role would be ideal for candidates who possess a natural enthusiasm for technology and has the relevant skills, experience and qualifications to perform a Technical Customer Support role.

The Help Desk Support Representative will perform and support Service Request tasks such as providing system access, within our IT department. They are responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users to ensure all Service Requests are managed and resolved within the promised timeframes.

*Responsibilities in this role include:*

* Resolving technical problems related to computer hardware, software, network, systems/applications access and telecommunication systems.

* Applying understanding of company's general business functions and systems to accurately prioritizing each request / incident

* Ensuring all Incidents and Service Requests are resolved against SLAs and with the highest customer service standards

* Performing administrative duties in support of the local Tier 2 team - these include but are not limited to:

* New employee onboarding / offboarding

* Asset management - laptops imaging, VOIP phones configuration, desks setup

* Working with facilities team to organize IT equipment shipments

* Accurately recording all customer service requests and actions in the ITSM application

* Investigating and resolving user issues using the appropriate tools and channels of escalation.

* Performing Quality Control role of complete tasks to ensure we meet the expected quality standards and that work complies with PRA's Standard Operating Procedures (SOPs) and policies

* Providing support and be a point of contact for the Associate Helpdesk Support Representatives

*You are:*

Customer focused, results driven and approachable. You understand the nature of the multi-domain IT environments. Needs to have experience working with a demanding customer and demonstrate good organizational skills.

*Desired Skills and Qualifications:*

* Analytical, dependable and able to multi-task

* Customer service orientation

* Advanced troubleshooting skills

* Active directory / Exchange user's and mailboxes creation

* Experience in working with office 365 products / understanding the cloud-based solutions

* Possesses good interpersonal and communication skills

* Ideally 2 years experience is a similar role

*Benefits of Working in ICON:*

Our success depends on the knowledge, capabilities and quality of our people. That's why we are committed to developing our employees in a continuous learning culture - one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know.