Apprentice 1st Line Service Desk Analyst

Basildon, Essex

Salary: Competitive + Benefits + Bonus

If you are looking to start your career in IT support, then we want to hear from you!

Join us to help improve peoples’ lives and make healthcare better for everyone!

Why Pharmanovia?

Pharmanovia is a dynamic, fast-growing international pharmaceutical company with a portfolio of over 20 brands across more than 140 markets. Our mission is to improve patient health globally through the revitalisation of niche, tried-and-trusted medicines.

Since its inception in 2013, Pharmanovia has grown consistently year on year, focusing on delivering high-quality branded prescription medicines to patients, prescribers and healthcare providers across the world. Our growth has enabled the company to reinvest in its products, brands, people, and to give back to its communities. A people business with a strong, supportive culture that encourages innovation and entrepreneurial spirit, our team comprises over 300 employees and 29 nationalities, operating from offices in the UK, Denmark, Netherlands, Switzerland, U.A.E., India, Singapore, Italy, and South Korea.

We are an agile and imaginative global specialty pharma business and a preferred partner for innovator pharma companies, instigating a paradigm shift in the life cycle management of iconic medicines. We seek to extensively engage with clinical communities to communicate product improvements and prioritise environmental, social, and governance considerations across the business and workforce.

Pharmanovia’s therapeutic areas include Cardiovascular, Oncology, Endocrinology and Neurology.

About the role:

We are looking for an apprentice to help with the role of Junior 1st Line Service Desk Analyst. This role will allow you to get a really good overview of working in the IT service desk environment. You will support the IT team and Pharmanovia employees by resolving 1st line technical problems, managing hardware assets, following IT processes for incidents/requests, resolution and asset management skills, all of which will prepare you for a future in IT. The role is diverse and covers many global locations, with the primary being the United Kingdom, India, Denmark, Netherlands, Switzerland and APAC regions. Support is given in person, over the phone or remotely to address hardware/software and user issues. Reporting to the Service Delivery Manager, you will be given full training on all tasks and work closely with a team of 1st line engineers on the IT Service Desk, alongside studying for your IT qualifications through an approved apprenticeship training provider.

Main responsibilities & duties:

  • Responding to and recording call details maintaining communication with users and key stakeholders throughout a ticket’s lifecycle.
  • Assisting with asset management, imaging, and deployment of new hardware.
  • 1st line investigation to assist and fix user incidents and service request tickets.
  • Reviewing and populating IT ‘knowledge base’ with solutions to problems.
  • Assisting with new start/ leaver process and onboarding of employees.
  • Assisting with completing pre/post systems and applications testing.
  • Assisting with Implementing all business policies and procedures.
  • Assisting with general Sage x3 V11 ERP system maintenance and general user support.
  • Supporting users across all business locations.
  • Assisting in the completion of user training material/documentation.
  • Assisting with the creation, monitoring and updating of key policies and procedures.
  • Providing 1st line point of contact for service desk requests and incidents.
  • Ensuring SLAs and KPIs are met.
  • Ensuring excellent customer service is always provided.
  • Resolving 1st line queries, and working with or escalating to 2nd/3rd line to achieve resolution where appropriate.
  • Providing support across the following: servers, desktop, software, printers, remote access, and smartphones.
  • Working with vendors on supporting tickets and procurement.
  • About you:

    We are looking for someone with an approachable, helpful and flexible attitude, who is self-motivated and enthusiastic to learn and grow in this role. We are also looking for:

  • Computer literate, with a keen interest in IT
  • Knowledge and experience of Windows 10/11
  • Strong verbal and written skills, with good English
  • Ability to maintain professional standards
  • A team-player, and able to work under own initiative
  • Ability to work to deadlines, and plan and prioritise own time
  • Methodical and process-driven, with high attention to detail
  • What we offer:

    We offer a competitive salary plus bonus and rewards package including holiday, health & wellbeing program, employee recognition awards, social events, pension scheme and hybrid working.