IT End User Supporter (1st & 2nd Level)

Reference #:
915435

Industry:
Pharmaceuticals

Location:
Basel area

Start:
January 2016

Duration:
31/12/2016 (including option for contract extension)

Workload:
100%

Purpose:
- In this role you establish the initial relationship with a user who comes in person and by that you are responsible for first and second level support.
- You are also responsible for first logins on laptops and for the handout and setup of mobile devices.
- In addition you support the Embedded supporters in administrative work and help to back them up if they are not available (meetings, vacation, illness).
- Another task which is allocated to this role is to hold IT support sessions on different topics.
- You are also responsible for user facing part of the PC life cycle management.

Main Tasks:
- Handout and delivery of mobile devices for users which are located on the site.
- First logins with the users on their laptop and giving them an introduction on the system.
- Incident management from initial contact through ticketing, user interactions and fixes to ticket closure.
- Correct documentation and correct 'incident passover' to other support teams and solver groups.
- Taking care of incidents and requests which are getting assigned by the dispatcher.
- Assisting the Embedded supporters on administrative work.
- Escalations according to escalation policy.
- On site visits as necessary.
- Running IT support sessions on different topics.
- Handout and first login of PCLCM (PC LifeCycle Management) devices.

Education:
- No specific education is mandatory.
- More important is a demonstrable background and understanding of IT with good technical skills.

MUST SKILLS:
- You love IT as well as using IT for communications (mobile devices etc.).
- You have a natural desire to learn new things.
- You have an optimistic working attitude and are a definite team player.

Language(s):
- Very good English (spoken and written)
- Very good German (spoken and written)