Service Desk Lead – Itsm

Company Description Eurofins Scientific is an international life sciences company providing a unique range of analytical testing services to clients across multiple industries to make life and our environment safer healthier and more sustainable From the food you eat to the water you drink to the medicines you rely on Eurofins works with the biggest companies in the world to ensure the products they supply are safe their ingredients are authentic and labelling is accurate Eurofins believes it is a global leader in food environmental pharmaceutical and cosmetics products testing and in agroscience CRO services It is also one of the global independent market leaders in certain testing and laboratory services for genomics discovery pharmacology forensics CDMO advanced material sciences and in the support of clinical studies In over just 30 years Eurofins has grown from one laboratory in Nantes France to over 62 000 staff across a network of more than 1000 independent companies in over 62 countries and operating more than 900 laboratories Eurofins offers a portfolio of over 200 000 analytical methods to evaluate the safety identity composition authenticity origin traceability and purity of biological substances and products as well as providing innovative clinical diagnostic testing services as one of the leading global emerging players in specialised clinical diagnostics testing In 2022 Eurofins generated total revenues of EUR EUR 6 515 billion and has been among the best performing stocks in Europe over the past 20 years Eurofins Environment Testing Australia New Zealand is an Environmental testing network of fully accredited laboratories With a staff of over 200 our laboratories are located in Sydney Melbourne Perth Brisbane Auckland and Christchurch with Client Service Offices located in Adelaide Darwin Newcastle and Wollongong We also operate field sampling services out of Melbourne and Sydney We specialise in all areas of Environmental analysis including Contaminated Soil Sludge Sediments Leachate Soil Vapour Trade Waste Effluents Sewage Effluents Stack Emissions Work Place Air Ambient Air Dust Drinking Water Surface Water run off River Stream Monitoring Seawater and Groundwater Candidate should be accountable for Service Desk team and Knowledge Management database for IT team supporting Workplace related queries and issues M365 problems Outlook Office Teams OneDrive SharePoint Windows Identity and Access Management queries Infrastructure related problems for service provided by GSC NSC IT Teams Applications related problems requiring triage to respective application support group Main activities but not limited to are Support management team and take a lead in set up of Service Desk for GSC NSC Team Supervise newly created SD team and its ramp up for GSC NSC organization in line with Segregation Project Plan Set up and overlook Knowledge Management set up for GSC NSC organization supporting its implementation in ServiceNow tool Act as Escalation point for SD related matters Contribute in Service Catalogue creation for end users taking benefit of Service Now tool which GSC NSC organization is rolling out Oversee creation and maintenance of operational SD documentation Be part of Train the Trainer and early adapter of Service Now ITSM tool Work with On-site and central support teams in defining effective way of collaboration REQUIRED SKILLS An ideal candidate should have 5 years of experience in Service Desk agent function and proven experience in Service Desk managerial role Basic understanding of Azure Cloud and M365 Windows Outlook Teams SharePoint MS Office Excellent communication and interpersonal skills Very good command of English written and spoken Can do approach and capability to work in dynamically changing environment Below skills will be an advantage Service Now knowledge ITIL Foundation certificate AWS Cloud knowledge