IT Helpdesk Specialist

About the role

PCI Pharma Services is looking for an IT Helpdesk Specialist in Leon. The role provides support for all information technology products and services, including computer setups, incident resolution and liaison with other IT teams.

Key responsibilities

• Answer questions, troubleshoot problems, teach customers about software and hardware and communicate policy.
• Set up computers, including operating systems, MS updates, anti-virus, software, network configuration and re-imaging PCs, laptops and tablets.
• Set up iPhones and troubleshoot iOS.
• Research and troubleshoot technical issues, consulting specialist technical staff when needed.
• Liaise with Network/Infrastructure teams and record customer and problem information in the ITSM solution, updating and closing tickets.
• Resolve incidents and service requests, escalate complex or high-priority problems, and follow up with users to confirm solutions worked.
• Procure computers, desktops and printers.
• Follow PCI, cGMP and GCP policies and procedures.

Required profile

• 5 GCSEs or equivalent, including English and Maths, or equivalent.
• Degree or equivalent in IT/technology, or desktop certifications preferred.
• Intermediate IT skills and good technical knowledge of Microsoft operating systems and software packages.
• Ability to speak English.
• Desirable: understanding of GMP.

Required skills

• Demonstrable experience supporting desktop-based systems.
• iPhone setup and iOS troubleshooting.
• Good numeracy and literacy, and excellent attention to detail.
• Effective verbal and written communication, presentation skills and ability to train others.
• Time management, analytical thinking, customer service and teamwork.