EMEA IT Service Desk Analyst

At Guerbet, we build lasting relationships so that to enable people to live better. This is Our Purpose. 

We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging. As a pioneer in the field of contrast products since the last 100 years, we continuously innovate to improve the diagnosis, prognosis and quality of life of patients. 

Customer Centricity, Cooperation, Audacity, Focus, and Responsibility are the values ​​that we share and practice on a daily basis. 

Working at Guerbet is not only being part of a multicultural team with nearly 3,000 people across more than 20 countries, but it is above all about playing a unique role in the future of medical imaging. 

WHAT WE ARE LOOKING FOR

We have established EMEA IT Service Desk Support Team in Prague servicing all of EMEA region operations and are seeking talented individuals with IT knowledge and excellent communication and customer service skills to join us. The position reports to the EMEA IT Service Desk Team Leader and is part of a team who is responsible for providing technology assistance to various Guerbet business functions located in the EMEA region.
This role is responsible for providing effective day-to-day delivery of support services and functions. The EMEA Support Team is expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests.
The role of the Service Desk Analyst is to respond to user requests for service, to diagnose, categorize and prioritize incidents effectively, ensuring as many incidents and requests are resolved at the first point of contact using the tools and knowledge sources available, as well as keep users informed of progress, providing outstanding customer service at every stage.

YOUR ROLE

• Resolution of various technical problems and answering internal and/or external customer queries from specific technology areas such as computer hardware, software, network, and telecommunications systems.

• To receive system-related incident and information request calls from users of IT services via the ServiceNow ticketing system, emails, and telephone calls. Deal knowledgeably with the calls either by resolving or passing the call to the most appropriate person/team for resolution.

• To keep customers informed of the progress of incidents and requests by updating ServiceNow in a timely and accurate manner. Ensuring that others can interpret the data and allow communication of progress to the customer and EMEA Support team.

• Diagnosing, identifying, isolating, and analyzing problems.

• Routing unresolved queries to other specialists within the EMEA IS team.

• To assist and undertake the training of staff and keep up to date all new releases and relevant documentation of IT systems.

• Assist with the implementation of IT systems across the Group.

• Set up and administer new users, passwords, and permissions.

• Working with external suppliers and vendors to achieve timely resolutions to incidents and requests where services are supported and/or hosted by third parties. Liaise with third-party support companies.

• Managing multiple requests at the same time whilst keeping a level head and maintaining high standards of customer service.

• Analyse End User requirements, and impact on the business (Functional and Technical), for any change requests.

• Continually seeking ways of improving the efficiency of the systems, in order to reduce costs and/or improve quality.

• Perform other duties as assigned by management.

YOUR BACKGROUND

Education:

• High school or higher
Experience:

• A minimum of 2 years of work experience
Preferred Skills/Qualifications:

• Communicative French and English are a must, and other European Languages an advantage

• Happy to help

• Ability to adapt to changing conditions

• Willing to learn and expand knowledge

• Ability to work independently and also in a team

• ServiceNow ticketing system

• Familiar with Service Desk functions

• Creating technical documentation and standard operational procedures

• Can independently resolve a variety of call types (password issues, software pushes, mobile devices configuration/troubleshooting (C/T), Windows OS C/T, MS Office C/T, Office application C/T)

• Familiarity with DHCP, AD, DNS, IP, FTP, HTTP, HTTPS, Firewall, Antivirus, NAT, Proxy server, Routing

• Capable of asking appropriate probing questions in order to gather sufficient information, identify the scope, set the appropriate priority level, and determine the direction to take with the ticket.

• Able to effectively communicate with customers on the phone and professionally address their requests

• Works as a liaison between users and corporate/outsourced support personnel, coordinating support activity to drive issues to root cause and correct issues affecting users in the region.

• Maintains plans to ensure the continuity of critical business

WHY JOIN US 

We offer continued personal development. When you join Guerbet, you: 

Are choosing a global leader with recognized expertise in diagnostic and interventional imaging,  Are joining our 3000 collaborators who are committed every day to offering innovative solutions to improve quality of patient's life all over the world, Are joining a company where we value diversity of talents coming from various horizons. 

Do you want to help improve patients' lives with us? 
We look forward to meeting you and continuing our story together 

We # Innovate # Cooperate # Care #Achieve at Guerbet.  

Guerbet is a signatory of the Diversity Charter. 
We believe diversity is a source of strength, and all our positions are open to everyone. 

Guerbet is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant based on race, color, religion, national origin, sex, age, disability, veteran or military status, genetic information, pregnancy or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.    

Applicants may be entitled to reasonable accommodation due to disability, pregnancy or related medical condition, or a sincerely held religious belief. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing an undue hardship on Guerbet. Please inform the company's personnel representative if you need assistance completing this application or to otherwise participate in the application process.    

Guerbet will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. 

---