IT Customer Support - Associate

IT Customer Support - Associate Req ID #:  104695 Location: 

Tranent, GB, EH33 2NE For 70 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about. Job Summary We are seeking an experienced IT Customers Service representative for our site located in L'Arbresle, France.

Provides quality customer support to end users. Provides technical support for personal computers and peripherals. Installs, troubleshoots, services, and repairs personal computers including software, hardware and peripheral devices such as printers, monitors, etc. Connects personal computers and to existing data networks. Monitors assigned queues and responds to service desk tickets, and enters relevant fix information to be used for root cause analysis; appropriately hands off tickets to Level 3 (applications or infrastructure experts) as required. Maintains trouble logs, including wireless, VPN, and Hotspot connections. Instructs users in the basic usage of personal computers. Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases. Makes recommendations for the continuous improvement of IT processes and systems for the betterment of the user experience / elimination of core issues. Performs voice over internet protocol, and network software configuration, desktop engineering including, Windows OS, Mac OS, etc.

The following are minimum requirements related to the IT Customers Service representative position. Education: Bachelor’s degree (B.A. /B.S.) or equivalent in Computer Science or related discipline. Experience: One to two years related experience in IT or Customer Service facing environment. Service or helpdesk experience preferred. An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above. Certification/Licensure: ITIL Certification preferred. Other: Knowledge of current IT technologies. Understanding of Active Directory. Excellent communication and interpersonal skills as well as attention to detail. Ability to work well in a team environment. Ability to troubleshoot/diagnose and resolve problems.

About Corporate Functions

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement. 

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 13,000 employees within 80 facilities in 23 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges.  Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 80% of the drugs approved by the FDA in 2017.

For more information, please visit www.criver.com.

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