About Novotech
Novotech is internationally recognised as the leading independent and full service contract research organisation (CRO) in the Asia Pacific region. We provide a wide range of clinical development services across all research phases and therapeutic areas; and have been instrumental in the success of hundreds of Phase I – IV clinical trials throughout the Asia Pacific.
Powered by the highest quality people, Novotech strives to set the benchmark for both business and clinical trial performance.
Our people are one of our key strengths. We value our people and recognise the work they do. We are lucky to have the best people and talent from across the Asia Pacific region work together to deliver to clinical trial success for our clients.
Our people and those we look to recruit have an attitude of making things happen. They are problem solvers, driven with a focus on delivering quality, accountability and a high level of performance.
The position
The Novotech IT team is currently seeking an enthusiastic IT Service Desk Analyst with relevant experience, based in Novotech¡¯s Seoul office. The role will engage you with end users and team members primarily locally however also from all Novotech global offices, so excellent customer service and commitment to effective issue resolution is a must! Along with excellent communication skills, the right attitude and a passion for helpdesk and IT, this role will be a great move on your career ladder.
Working as an integral part of the IT team you will have the opportunity to work and grow your skill set in this exciting new position. Supporting employees as well as internal and external systems across Novotech global presence, you will be directly involved in triage and 1st level support along with some system level support. You will also play an integral role in the ongoing integration of Novotech IT systems. You will thrive working within a fast-paced environment and enjoy working with our supportive team.
Minimum Qualifications
Minimum 3 years¡¯ experience as a helpdesk or IT officer;
ITIL/ITSM environment experience is desirable for a high level of SLA awareness;
Strong sense of Active Directory, Office 365 user management;
Your duties will include but are not limited to:
- Provide customer facing and end user technical support, driven by helpdesk KPI¡¯s and SLA response times, minimising end user time lost to IT issues;
- Manage tickets, tasks and process incoming calls via helpdesk ticketing system;
- Maintenance of End User systems within the scope of Company Acceptable Usage Policy and Standard Operating Environment (desktops, laptops, printers, photocopiers, Smart phones;)
- On-boarding training for new staff on company IT system capabilities and procedures;
- Improve end user and internal helpdesk knowledge base by identifying gaps by ticket and KPI analysis;
To succeed in this role, you will have proven knowledge in the following areas
- Experience working to a ¡°First to fix¡± ITSM strategy: continual improvement to knowledge bases & triage checklists to meet response time & resolution KPI;
- User management via Active Directory and Office 365;
- Excellent diagnostic/triage skills from the physical layer up;
- Strong awareness of IT SecurityFavourable to have:
- Experience working in a GCP compliant IT environment;
- Relevant certifications (e.g. MCSA, MCP, MCSE, Office 365 exams;)
- Understanding of PowerShell scripting to simply administrative tasks.
Non-negotiable:
- Excellent verbal and written communication skills; fluent in English and Korean;
- Superior prioritisation and task reporting;
- Ability to perform gap analysis of existing processes and take a data driven approach to communicate to management;
- Ability to produce Technical and User Documentation.
Opportunities and benefits
At Novotech, we seek and nurture people with exceptional talent. We are committed to providing our people with regular internal and external professional development opportunities, a competitive bonus structure and a flexible and supportive work environment. Novotech offers outstanding benefits to staff ie: staff recognition for employment milestones, social committees, working from home flexibility and team building events.
For more information about where your next career step at Novotech might take you,visit http://novotech-cro.com/novotech-careers