Deskside Support Technician

PURPOSE OF THE JOB

The Deskside Support Technician is responsible for providing comprehensive IT deskside support services to Novo Nordisk Canada’s customers.

KEY AREAS OF RESPONSIBILITIES

Deskside Operations: 95%

• Diagnoses and resolves Help Desk tickets and requests received through escalations from others in IT or through Service Now system, email, phone or walkup using established processes
• Installs, configures, and deploys applications, PCs and peripherals, iPhones/iPads, printers, and room conferencing equipment using established processes
• Performs IMAC (Install, Moves, Adds, Changes) - related tasks as assigned
• Documents all incidents and service requests in Service Now system
• Participates in the creation of knowledge articles detailing troubleshooting processes and procedures
• Ensures Help Desk tickets are properly escalated, and resolution of incidents is consistent with the agreed SLA’s and where possible documented solutions
• Follows established Asset Management processes
• Provides feedback to manager on improvements related to deskside operation processes
• Collaborates with global and regional IT teams to resolve issues, minimize risk, and ensure consistency
• Maintains local IT system and deskside process technical documentation. Posts documentation on IT Intranet for team use
• Provides guidance to LoB regarding deskside IT policies and procedures and utilizes knowledge of relevant IT areas to help them navigate the IT landscape to meet their needs
• Monitors and reports to manager on services provided by external parties (vendors, regional IT, global IT) and ensures that they meet desired outcomes and agreed service levels

Other: 5%

• Continues professional development by completing an annual development plan and executing against the plan to keep current with changing technology and to build competencies

Key compliance accountabilities:

• Complies with NN Quality Business Processes and Policies as outlined in ISOtrain by completing the required training and filing the corresponding Read and Understood Form in ISOtrain or the Training archive in order to ensure up to date information
• Complies with IT internal processes as outlined on internal procedures and as directed by Sr. IT employees to ensure proper operation and control of IT system landscape

Goals:

• Ensure that the end user devices and conferencing equipment are available to organization by leveraging documentation, personal expertise, and external relationships
• Ensure that NNCI end user environment is in compliance to NN IT standards by understanding guidelines and governance and working to make sure these are implemented accordingly

QUALIFICATIONS:

• College diploma or university degree in the field of Computer Science, Information Technology, Management Information Systems or Business Administration
• Professional certifications (ITIL foundation / practitioner, HDI) preferred
• Technical certifications (A+, MCP, MCSE, MCSA, etc.) a plus

Preferred Experience Requirement:

• 2-3 years related work experience in a large size organization. Previous Pharmaceutical industry experience would be nice to have
• Minimum 6-12 months experience in a customer service support environment preferably supporting VIP customers
• Minimum 3-6 months experience with Crestron/Cisco AV technologies
• Strong understanding of an array of computer equipment (Dell/Lenovo), peripherals, iPhones/iPads, Cisco desk phones as well as standard software applications (MS Office O365, MS Teams, Windows 10, VPN client software (Cisco AnyConnect), Remote Desktop tools, Active Directory, ServiceNow, SCCM, AirWatch)
• Knowledge of client application support as well application functionalities
• Knowledge of scripting languages, such as PowerShell
• Previous experience working with international IT groups a plus

Working Conditions:

• Works in an open-office environment with exposure to multiple demands, deadlines, and constant interruptions
• Little exposure to hazards while performing the duties of the job
• Some lifting of computer equipment may be required
• Occasional overtime may be required
• Occasional out of town travel

COMPETENCIES:

• Strong organizational, triaging, and multitasking skills
• Detail oriented and demonstrates ability to quickly build working knowledge and understanding of related technologies
• Excellent communication skills (Verbal, written and interpersonal) to effectively work with others
• Ability to work independently as well as a member of a team when required
• Contributes to a customer-focused environment by planning, executing, and following up on tasks in a timely and proactive manner
• Ability to work well under pressure and be able to respond quicky to shifting priorities
• Proven analytic and problem-solving skills and ability to take a logical approach to problem analysis and determine appropriate course of action

APPLICATION DEADLINE: 23 February 2024

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please email us at cami-hr@novonordisk.com

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. 

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.