Job Description 

 Major duties and Responsibilities

• Perform initial problem determination (level 1) in support of scope of services with related hardware, software and services support.
• Provide in-scope technical advice and guidance, trouble shoot end users queries / issues and advise potential resolutions within specified KPIs and metrics.
• Assign records to other support groups, as and when required.
• Act as service desk's advocate when dealing with other support / resolver groups.
• Initiate the service outage procedure.
• Accurately log all interactions in ServiceNow.
• Understand and contribute to the improvement of various performance metrics.
• Update inventory for software licenses, hardware and reporting. •       Work in office is required (No work from home option)

Education and Knowledge Requirements

• Understanding of ITIL (IT Infrastructure Library)
• Experience with ServiceNow preferably Washington Instance.
• Knowledge on handling Service Requests and Incidents
• Bachelor’s in computer science, Engineering, or related discipline with an IT certificate / diploma • Knowledge on M365.
• Knowledge on Active Directory & Identity Management,
• Knowledge on Windows, Printer configuration, Shared folders, VPN, Lan & Wi-Fi.
• Knowledge on iPhone, iPad, iOS, Enterprise Mobility management.
• Knowledge on instant messaging tools like MS-Teams.
• Basic Knowledge on Adobe Acrobat Pro.
• Experience with working in a pharma / Biotech / GxP environment is preferred

Skills and Capabilities

• Minimum 2 years’ experience as a technical service desk agent
• Worked as part of 7/24/365 global operations teams: preferred
• Excellent logical reasoning, troubleshooting and problem determination skills 
• Hebrew & English – reading, writing, speaking
• Knowledge and experience with Remote takeover tools

Languages

•       Local EU language & English – reading, writing, speaking