IT Service Desk Analyst II — Hands-on Global Support

Certara Inc.; Sheffield; On-site; GBP 35,000 - 45,000; Full time

Job summary

A global biopharmaceutical company in Sheffield is seeking an IT End User Support Analyst - Level 2. The role involves level 2 support for triaging, investigating, and resolving IT issues while collaborating with various teams. Candidates should have over 3 years of experience in IT Service Desk, a strong problem-solving skillset, and the ability to support technology for a global organization. This position offers a pathway to contribute actively in a vibrant IT environment.

Qualifications

• 3+ years of related IT Service Desk experience.
• 3+ years supporting key technologies like Windows, macOS, and Office 365.
• Minimum of 2 years of experience in Networking.
• Strong problem-solving and analytical skills.

Responsibilities

• Responsible for the level 2 triage, investigation, and resolution of production issues.
• Collaborate with Level 1 support for resolving tickets timely to meet KPIs.
• Perform maintenance tasks to assist in day-to-day functionality.
• Assist in maintaining both internal and user-facing documentation.

Skills

Problem-solving

Communication skills

Analytical skills

Customer service focus

Tools

Windows

macOS

Office 365 Suite

Active Directory

Job description

A global biopharmaceutical company in Sheffield is seeking an IT End User Support Analyst - Level 2. The role involves level 2 support for triaging, investigating, and resolving IT issues while collaborating with various teams. Candidates should have over 3 years of experience in IT Service Desk, a strong problem-solving skillset, and the ability to support technology for a global organization. This position offers a pathway to contribute actively in a vibrant IT environment.