Deskside Support Technician - Mississauga, Canada - Novo Nordisk

Novo Nordisk

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Deskside Support Technician

Category:
Digital & IT
Location:Mississauga, Ontario, CA
PURPOSE OF THE JOB

The Deskside Support Technician is responsible for providing comprehensive IT deskside support services to Novo Nordisk Canada's customers.
KEY AREAS OF RESPONSIBILITIES

Deskside Operations: 95%

Performs IMAC (Install, Moves, Adds, Changes) related tasks as assigned
Documents all incidents and service requests in Service Now system
Participates in the creation of knowledge articles detailing troubleshooting processes and procedures
Ensures Help Desk tickets are properly escalated, and resolution of incidents is consistent with the agreed SLA's and where possible documented solutions
Follows established Asset Management processes
Provides feedback to manager on improvements related to deskside operation processes
Collaborates with global and regional IT teams to resolve issues, minimize risk, and ensure consistency
Maintains local IT system and deskside process technical documentation. Posts documentation on IT Intranet for team use
Provides guidance to LoB regarding deskside IT policies and procedures and utilizes knowledge of relevant IT areas to help them navigate the IT landscape to meet their needs
Monitors and reports to manager on services provided by external parties (vendors, regional IT, global IT) and ensures that they meet desired outcomes and agreed service levels

Other: 5%

Continues professional development by completing an annual development plan and executing against the plan to keep current with changing technology and to build competencies

Key compliance accountabilities:

Complies with NN Quality Business Processes and Policies as outlined in ISOtrain by completing the required training and filing the corresponding Read and Understood Form in ISOtrain or the Training archive in order to ensure up to date information
Complies with IT internal processes as outlined on internal procedures and as directed by Sr. IT employees to ensure proper operation and control of IT system landscape

Goals:

Ensure that the end user devices and conferencing equipment are available to organization by leveraging documentation, personal expertise, and external relationships
Ensure that NNCI end user environment is in compliance to NN IT standards by understanding guidelines and governance and working to make sure these are implemented accordingly

QUALIFICATIONS:

College diploma or university degree in the field of Computer Science, Information Technology, Management Information Systems or Business Administration
Professional certifications (ITIL foundation / practitioner, HDI) preferred
Technical certifications (A+, MCP, MCSE, MCSA, etc.) a plus

Preferred Experience Requirement:

23 years related work experience in a large size organization. Previous Pharmaceutical industry experience would be nice to have
Minimum 612 months experience in a customer service support environment preferably supporting VIP customers
Minimum 36 months experience with Crestron/Cisco AV technologies
Knowledge of scripting languages, such as PowerShell
Previous experience working with international IT groups a plus

Working Conditions:

Works in an openoffice environment with exposure to multiple demands, deadlines, and constant interruptions
Little exposure to hazards while performing the duties of the job
Some lifting of computer equipment may be required
Occasional overtime may be required
Occasional out of town travel

COMPETENCIES:

Strong organizational, triaging, and multitasking skills
Detail oriented and demonstrates ability to quickly build working knowledge and understanding of related technologies
Excellent communication skills (Verbal, written and interpersonal) to effectively work with others
Ability to work independently as well as a member of a team when required
Contributes to a customerfocused environment by planning, executing, and following up on tasks in a timely and proactive manner
Ability to work well under pressure and be able to respond quicky to shifting priorities
Proven analytic and problemsolving skills and ability to take a logical approach to problem analysis and determine appropriate course of action

APPLICATION DEADLINE: 23 February 2024 We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.- At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we're life changing.