IT Infrastructure Service Desk agent

Job Description:

Company Description:

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate.
The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agro-science Contract Research Organization services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organizations. It also has a rapidly developing presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products.
In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralized and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.
In 2021, Eurofins generated total revenues of EUR 6.72 billion, and has been among the best performing stocks in Europe over the past 20 years.

Job Description:

As an IT Infrastructure Service Dek Agent, you will provide support to our customers via phone and helpdesk ticketing system. You will ask appropriate questions and use knowledge and resources to diagnose and resolve their issues. You will escalate issues that extend beyond Tier I span of control.
You are the ideal candidate if you have an associate degree in information technology and/or 1+ years of experience working in a help desk environment. Proficiency with Windows based computers is a must. You need to be a highly detail oriented and analytical individual to accurately capture customer interactions and close out submitted trouble tickets in a timely manner.
Essential Duties and Responsibilities:
* Capture incoming technical support issues via phone call or helpdesk ticketing system.
* Perform remote troubleshooting through diagnostic techniques and pertinent questions.
* Determine the best solution based on the issue and details provided by customer.
* Direct unresolved issues to the next level of support personnel.
* Record events, problems, and resolution in helpdesk ticketing software.

Qualifications:

Requirements:
* Bachelor's degree OR advanced student in systems engineering OR related IT field.
* 1+ years of IT helpdesk experience in computer hardware/software troubleshooting support.
* 1+ years of proficient experience in windows based computers.
* Advanced English level.
Secondary Duties:
* Produce reports and provide data as needed for managerial purposes.
* Participate in after-hours on-call support (rotational basis).
* Provides information/support to other team members as needed.
* Produce training documentation and materials.
* Gather requirements and help write change specifications.
* Participate in training with other IT staff to help increase knowledge base.

Additional Information:

We support your development! Do you feel you don't match 100% of the requirements? Don't hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
We embrace diversity!  As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
Sustainability matters to us!  We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal