1st Line Service Desk Team Leader

2 weeks ago

Vadodara, Gujarat, India Ortolan Full time

1st Line Service Desk Team Leader

Vadodara, Gujarat, India

Salary: Competitive + Benefits + Bonus

If you are an agile, committed, and innovative IT professional with experience in 1st and 2nd line service desk support then we want to hear from you

Join us to help improve peoples' lives and make healthcare better for everyone

Why Pharmanovia?

Pharmanovia is a dynamic, fast-growing international pharmaceutical company with a portfolio of over 20 brands across more than 140 markets. Our mission is to improve patient health globally through the revitalisation of niche, tried-and-trusted medicines.

Our core behaviours are:

We act decisively but we never compromise on quality. We keep our promises and do as we say. We value our heritage and foster an entrepreneurial spirit. We reinvest in our future - in our products, our brands and our people. We give back to our communities.

Since its inception in 2013, Pharmanovia has grown consistently year on year, focusing on delivering high-quality branded prescription medicines to patients, prescribers, and healthcare providers across the world. Our growth has enabled the company to reinvest in its products, brands, people, and to give back to its communities. A people business with a strong, supportive culture that encourages innovation and entrepreneurial spirit, our team comprises over 300 employees and 29 nationalities, operating from offices in the UK, Denmark, Netherlands, Switzerland, U.A.E., India, Singapore, Italy, and South Korea.

We are an agile, committed, and innovative global specialty pharma business and a preferred partner for innovator pharma companies, instigating a paradigm shift in the life cycle management of iconic medicines. We seek to extensively engage with clinical communities to communicate product improvements and prioritise environmental, social, and governance considerations across the business and workforce.

Pharmanovia's therapeutic areas include Cardiovascular, Oncology, Endocrinology and Neurology.

About the role:

Reporting to the Service Delivery Manager, the role of the IT Service Desk Team Leader is to both provide technical IT support to the business, and to serve as an escalation/management point for Tier 1 Service Desk Engineers.

You will be expected to provide regular feedback and updates to IT team management regarding the Vadodara site and will serve as the primary contact in India for all IT-related topics. The role will provide 1st/2nd line support to our Vadodara site, and 1st/2nd line support and 1st line escalation remote support for our international offices globally.

The role is based in our Vadodara site in India, and there is an expectation for occasional travel to our Mumbai office, or one of our international sites. We operate a flexible hybrid working policy with a required site presence at a minimum of 3 days a week.

Main responsibilities & duties:

Log and record call details and maintain communication with users throughout the lifecycle of tickets Follow ITIL good practice for incident, service request and problem management Act as 1st Line escalation point and offer assistance/guidance where required Provide Line management for Vadodara 1st line IT team Provide 2nd line point of contact for service desk incidents & service requests Ensure Service Desk SLAs and KPIs are met with the completion of tasks meeting required time frames Conduct Monthly 1 to 1s with direct reports Objectives setting Ticket assignment and prioritisation Oversee deployment of new hardware Assist with maintenance of our IT 'knowledgebase' and ensure knowledge management process is adequately followed by 1st line engineers Assist Service Delivery Manager in identifying Continual Service Improvement areas based on KPIs for Vadodara site Assist with Joiner/Leaver process Undertake user acceptance testing Assist projects teams with pre and post system and applications testing Adhere to all business policies and procedures Carry out general ERP administration tasks Maintain asset management lifecycle across Azure InTune, Meraki and Solarwinds SharePoint administration Assist in the completion and delivery of user training, and documentation Provide knowledge transfer to 1st line analysts in aid of their development Create, monitor, and update key policies and procedures Ensure security and privacy of networks and computer systems Identify and report recommendations on India site service improvement Provide support across the following: networking, servers, desktop, software, printers, remote access, and mobile devices including tablets/smartphones

About you:

Candidates with at least 2 years' experience of supporting users onsite and remotely, with experience of leadership and management of a 1st Line team, will be likely to have the skills required to be successful in this role. We are also looking for:

IT Technician certification, e.g. CCNA, CompTIA A+, MS Certified IT Professional Bachelor's degree or equivalent in a relevant field, e.g. computer science or engineering is desirable, as is ITIL foundation Windows 10/11, MS Office 365, MS Server platforms Experience in MDM and wi-fi management solutions (e.g. Cisco Meraki) along with Apple DEP integration Ability to diagnose faults and resolve calls at 1st line through to 2nd line Experience of Solarwinds helpdesk or a similar ITSM platform Support experience of Microsoft 365 and Azure environment, including day to day activities, migrations, hybrid environment and exchange tasks Experience of face-to-face user training for inductions and knowledge transfer Experience of project management tools and processes Knowledge of managing Apple iPhones using corporate managed systems is a plus, as well as support experience of Microsoft Intune and autopilot Knowledge/experience of Sage X3/EM V11 & SAP S4/Hanna is an advantage Experience of procurement process and engagement with vendors Great organisational and time management skills, able to prioritise workload effectively Methodical, with proven technical, problem-solving and troubleshooting skills Strong verbal and written communication skills in English Team player, with leadership qualities

You will need a flexible attitude to working hours, as well as the ability to travel - nationally and internationally - as this will be required on occasion for the role.

What we offer:

We offer a competitive salary plus bonus and rewards package including holiday, health & wellbeing program, employee recognition awards, social events, pension scheme and hybrid working.

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