Job Description

Job Summary


The IT Technician is accountable to the IT Manager, Service & Support - Americas. The position is responsible for providing support and service delivery of end user computing. The IT Technician is the voice and face of the IT Department and provides customer centric service delivery and help desk support in accordance with the requirements outlined in Standard Operating Procedures (SOPs) and Good Manufacturing Practices (GMPs).


Responsibilities

  • Provide excellent customer service to ensure success acting as the first level of support/help desk for internal customers (employees), prioritizing and reporting work using the Information Technology ticket system.
  • Escalates issues internally and/or with external vendors when required to ensure timely resolution.
  • Participate in continuous improvement activities related to service delivery and the end user experience.
  • Models expected behaviours, ...

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