IT Support Analyst for Corporate Systems

1 month ago

Golden Horseshoe, Canada Apotex Inc. Full time

About Apotex Inc.

Apotex Inc. is a globally recognized Canadian health organization dedicated to producing high-quality, affordable medications for patients worldwide. With a workforce of nearly 7,200 employees across manufacturing, research and development, and commercial operations, Apotex ensures that its medicines are accessible in over 75 countries. The company focuses on the development and distribution of generic, biosimilar, and specialty products through vertical integration.
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Job Overview

The End User Computing Analyst plays a crucial role in delivering second and third level support for corporate computing devices, virtual desktop infrastructure, and various IT services. This position is responsible for providing technical assistance in accordance with established standards and guidelines for the installation, configuration, troubleshooting, upgrading, and maintenance of workstations, printers, and peripherals. The analyst will manage service requests through a ticketing system, ensuring that customer expectations are met by delivering exceptional service to end users.



Key Responsibilities
  • Deliver second and third level support for end-user computing systems, with potential travel between locations;
  • Facilitate the movement and delivery of end-user computing devices;
  • Set up computers and applications in line with established standards;
  • Investigate, diagnose, and resolve incidents while ensuring a superior customer experience;
  • Conduct investigations on problem tickets to identify resolutions or workarounds;
  • Update service management software in compliance with GIS processes;
  • Maintain regular communication with customers to provide updates on progress and escalate issues as necessary;
  • Complete special projects or tasks as assigned by the Team Leader;
  • Provide on-call support according to the rotation schedule;
  • Ensure timely and accurate delivery of assigned tasks;
  • May oversee daily operations within the team and allocate tasks/tickets to team members;
  • Occasionally perform duties of Problem Coordinator to manage investigations into root causes of issues, identifying workarounds, and following up for permanent resolutions;
  • Utilize advanced problem-solving techniques to identify and investigate root causes of issues, resolving them directly or recommending actions for escalation;
  • Address complex or unconventional queries, providing policy interpretations and technical advice in their area of expertise;
  • Proactively offer technical coaching to team members and foster a positive team environment built on trust and respect;
  • Develop and nurture working relationships with internal customers to understand their IT needs and enhance knowledge of their business and deliverables;
  • Contribute to the creation and review of technical documentation, such as Knowledge Articles and work instructions, and suggest improvements to IT operating processes, policies, and standards;
  • Exhibit personal leadership qualities by committing to ongoing professional development and continuous learning;
  • Must be flexible to work varying hours, including 24/7 availability when required;
  • Collaborate safely as a team member to achieve all objectives;
  • Demonstrate behaviors that reflect our organizational values: Collaboration, Courage, Perseverance, and Passion;
  • Adhere to all compliance programs, including Global Business Ethics and Compliance Program, Global Quality policies, Safety and Environment policies, and HR policies;
  • Perform other relevant duties as assigned.


Job Qualifications

Education
  • University degree in Computer Science or equivalent post-secondary education in a related field;


Knowledge, Skills, and Abilities
  • Exceptional customer service skills;
  • Ability to lift up to 20 kg;
  • Valid G driver's license;
  • Knowledge of ITIL foundation, Agile, and Scrum is advantageous;
  • Self-motivated with the ability to work independently;
  • Ability to maintain composure in high-pressure situations;
  • Strong knowledge and experience with the latest versions of Microsoft Office, Microsoft Operating Systems (both Server and workstation), Microsoft Servers, Security Products, Exchange, VPN, PowerShell, and VB scripting;
  • Proficient analytical and troubleshooting skills with demonstrated decision-making abilities;
  • Adept at learning and integrating new technologies (VDI, SCCM) into existing IT processes;
  • Excellent written and verbal communication skills, with the ability to listen effectively and foster a productive working environment;
  • Capable of positively addressing complaints and managing emotional responses from customers;
  • Open to change with a positive and enthusiastic attitude;
  • Strong organizational and time management skills, capable of managing multiple priorities in a dynamic environment;
  • Team player qualities: integrity, accountability, adaptability, and motivation.


Experience
  • 5+ years of general customer service experience;
  • 3+ years in a technical customer support role;
  • Experience in the pharmaceutical or regulated industry is a plus.


At Apotex, we are dedicated to creating an inclusive and accessible work environment where all employees feel valued, respected, and supported.

Apotex provides accommodations for applicants with disabilities throughout the recruitment process. If you are contacted to arrange an interview or testing, please inform us if you require any accommodations.


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