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Global Service Desk Tier 1 Analyst (Flex Shift)

Abbott Nutrition Health Institute (ANHI)
Not Specified
Not Specified

Job Description


JOB DESCRIPTION:
KEY RESPONSIBILITIES
  • Troubleshoot hardware (company issued equipment), software, networking, remote access & terminal server connectivity issues in addition to providing mobile devices support for all Alere employees and any third party consultants
  • Client account password control, right issuance via AD groups and internally used company application account creations
  • Assist with quality assurance and collaborate with other departments
  • Manage (open, assign, update, resolve, close) tickets in the current service desk system and ensure timely resolution of issues or escalation to proper group for additional support while reporting back to the customer
  • Research, resolve and respond to incoming questions in a timely manner specified within the service level agreement
  • Provide escalated support for enterprise applications and network related issues
  • Escalate and Dispatch problems to support personnel when appropriate via documented escalation procedures
  • Provide remote telephone support
  • Abide by all ARDx IT Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures
  • Undertake any other duties reasonably requested to meet business needs

GENERAL ROLE REQUIREMENTS
  • Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management
  • Self-motivated, team oriented approach, able to operate effectively in a busy environment
  • Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
  • Works under direction to produce solutions in support of customer service level agreements
  • Works proactively and uses own initiative to ensure business needs are met effectively
  • Ensures all solutions adhere to applicable change control requirements
  • Addresses immediate service needs of all end users regardless of Business Unit affiliation
  • Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
  • Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
  • Self-motivated and team oriented approach, able to work well with direction and independently
  • Strong problem-solving skills, with the ability to combine technical knowledge and customer support skills to successfully and repeatedly instruct people on the steps to take to solve computer problems
  • Carries out duties in compliance with established business policies
  • Demonstrates commitment to the development, implementation and effectiveness of Abbott Quality Management System per ISO, FDA, and other regulatory agencies
  • Responsible for exhibiting professional behaviour with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices
  • Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities
  • Perform other duties and projects as assigned

DIMENSIONS
EDUCATION / EXPERIENCE
ESSENTIAL
  • A degree or equivalent qualification in Computer Science or related discipline; or relevant work experience
  • Significant experience of providing customer service, service desk, computer training and PC / desktop support in a high output, dynamic environment
  • Experience of working in a team oriented service desk environment, with the ability to positively contribute to cross functional teams
  • Able to learn new processes quickly, committed to keeping knowledge and skills up to date
  • Understanding of the following technologies:
    • Active Directory user functions (ADS and Exchange).
    • Windows Operating Systems (XP, 7, 10, Server 2003/2008/2012)
    • Microsoft Office software (Outlook, Word, Excel, PowerPoint and Skype for Business)
    • Knowledge of anti-virus / anti-malware programs
    • Wireless technology
  • Previous experience supporting personal computers on Windows XP, Windows 7 and Windows 10 Workstation operating systems in a networked environment
  • Experience in troubleshooting computer hardware, software or network

DESIRABLE
  • SOX compliance knowledge
  • ITIL framework knowledge
  • Support bespoke/in-house software systems
  • ServiceNow knowledge

Job Details

Employment Types:

Industry:

Other

Function:

IT

Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it's next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life's greatest health challenges. We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter

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