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.
Job Description
This is a demanding support & operation position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to Eurofins Internal end users and a high degree of technical knowledge across a broad range of technologies and IT Services provided by Eurofins IT.
Specific Assignments
- As IT L2 Field Services you will act as part of the direct point of contact for our end users to fix issues and faults relating to their service.
- The primary objective of the role is to provide quick and or permanent resolution. This will be achieved by troubleshooting, diagnosing and resolve problems and/or escalating the fault to one of our 3rd line teams to investigate and resolve.
- Throughout this process you will remain point of contact with the customer, maintaining ownership of the original fault or task. (Incidents, Service requests and Operational activities)
- Adhering to current regulatory requirements as well as Eurofins standards.
Responsibilities
- Taking ownership of faults and managing them in a logical and methodical manner;
- Correctly logging service requests, incidents and faults into ServiceNow, categorizing and prioritizing them in line with Eurofins procedures;
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution;
- Ensuring all faults are progressed & cleared within SLA - escalating to other internal and external teams as appropriate;
- Keeping the customer informed of progress;
- Diagnosing and resolving issues and requests to the customer's highest satisfaction;
- Maintain and develop own knowledge and skills to assist with first time fault resolution;
- Identify and escalate repeated issues or service risks into your management;
- Sharing knowledge with team colleagues;
- Identify opportunities to innovate, extend and enhance service delivery everywhere possible;
- Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility and with maximum support of your Manager;
Qualifications Skills & Experience
- Team Player
- A relevant educational background in IT;
- At least 3 years of relevant work experience in a similar role;
- Skilled with working on all variants MS Windows (preferably within an IT Service provider environment);
- Skilled with working on MS Office (O365) and MS Teams;
- A keen interest in networking with colleagues in different countries and locations;
- Must be able to demonstrate a customer first approach to support;
- The ability to liaise and communicate confidently and professionally with customer representatives at all levels;
- Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner;
- Natural aptitude for troubleshooting & problem solving;
- Have solid experience in a helpdesk or technical support environment;
- Highly organized and able to work on own initiative to complete the range of tasks required;
- Good listening skills: problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment;
- Excellent in English verbally and in writing.
- ITIL Certification
- Network knowledge
- Open to travel (Europe)
Beneficial skills & Experience
- Incident management & change management according to ITIL;
- Fluent in any other European languages.
- ServiceNow experience
- Curiosity and a desire to resolve technical problems
- Self-motivated, organized and initiative-taking.
- Valid driver's license required.
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