Lab IT Sustain Engineer (GXP and Pharma Experience)

Job Responsibilities

The Lab IT Engineer will have responsibility for solving incidents and completing services requests in a Lab environment. They must report against delivery and assist in management of the day to day planning and operations of the Lab team within department. They will complete periodic review documents and perform periodic review tasks as part of their day to day role. Written and verbal communication to team lead and management for review and approval of these documents is required.

Required Experience

· Experience fulfilling company requirements for documentation and training in a regulatory environment i.e. GMP, healthcare, banking or financial

Skills and Education

·2 years’ experience in a Technical Service Desk environment ·1-year experience as a team lead in Service Desk environment · Excellent written and verbal English communication skills ·6 months experience in an onsite IT environment or 1-year formal IT skills certification · Certified by Westbourne IT Technical skills training department

Client Technical and Cost Management

· Person who can be flexible to move between Project and Support. Flexible approach to working, secondments to project initiatives · Produce and distribute all required operational reporting. · Work with the support functions to drive Quality, Training/Process, HR, Recruitment and reporting activities. · Assist management with cost saving initiatives. Perform any other roles and activities as directed by Management via the use of the relevant processes and procedures. · Undertake pro-active maintenance assignments on all equipment · Maintain up to date CI and Inventory, ensuring CMDB (Configuration Management DataBase) is regularly updated

Service Management

· Constantly keep direct management and client management informed of account/s performance. · Ensure clean-up of logging tool inboxes e.g. Primary Support, Bulletin Board, Follow Up, Incident Management report. · Ensure SLA/KPI delivery (on calls, cases, emails, chats etc.) where accountable and/or provide analysis when missed. · Proactively drive operational improvements through the use of action and initiative plans. · Develop, implement and drive Quality activities and take ownership for customer satisfaction issues. · Input to and responsible for headcount forecasting/planning. ·Ensure team members are aware of and fulfill individual productivity targets · Manage IT Support Centre and / or Client specific change effectively showing leadership. · Attend or conduct daily, weekly, monthly, quarterly, meetings and evaluations as appropriate. · Be aware of cost drivers and escalate any potential issues to management. · Adhere to Time and Attendance procedures and lead by example. · Attend Assessment Centres and assist in the business in resource planning. · Ensure Communications are in line with company standards.

Team Development and Management

· It is envisioned that this position shall lead to a leadership role over time · Attend and participate in all necessary Client meetings and conference calls.

Technical Development and Management

·Manage IT incident and requests per the client ticket management system ·Resolving, and restoring to service any device that has the authority to access the network ·Installing and configuring computer hardware operating systems and applications Responding within agreed time limits as a resolver for issues raised with the Service Desk ·Supporting the roll-out of new applications ·Testing and evaluating new technology #J-18808-Ljbffr