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IT Support Specialist

2 months ago

Golden Horseshoe, Canada APOTEX Full time
Job Title: End User Computing Analyst

Apotex Inc. is a global health company that produces high-quality medicines for patients worldwide. As an End User Computing Analyst, you will provide second and third-level support to our corporate end-users for computing devices, virtual desktop infrastructure, and other IT services.

Key Responsibilities:
  1. Provide technical support for corporate end-user systems, including troubleshooting and resolving incidents.
  2. Configure computers and applications according to standards and guidelines.
  3. Investigate and diagnose issues, providing excellent customer service and ensuring timely resolution.
  4. Update the Service Management software in accordance with GIS processes.
  5. Monitor and communicate with customers to keep them informed of progress and findings.
  6. Perform special projects and tasks assigned by the Team Leader.
  7. Provide on-call support as per the rotation schedule.
  8. Deliver assigned work accurately and on time.
  9. Act as a queue manager and oversee daily work within the team, assigning tasks to team members as needed.
  10. Utilize advanced problem-solving techniques to identify and resolve issues.
  11. Respond to complex queries and provide technical advice and guidance.
  12. Develop and maintain working relationships with internal customers to understand their IT needs.
  13. Provide input in the creation and review of technical documentation.
  14. Demonstrate personal leadership attributes and commitment to ongoing professional development.
Requirements:

Education:

• University degree in Computer Science or related field.

Knowledge, Skills and Abilities:

• Excellent customer service skills.

• Ability to lift 20 kg.

• Valid G driver's license.

• ITIL foundation, Agile, and Scrum knowledge is an asset.

• Self-starter with strong analytical and troubleshooting skills.

• Strong knowledge of Microsoft Office and related products.

• Excellent written and verbal communication skills.

• Ability to deal with complaints and negative behavior from customers.

• Ability to adapt to change and work in a fast-paced environment.

• Team Player qualities: integrity, accountability, adaptability, and motivation.

Experience:

• 5+ years of general customer service experience.

• 3+ years in a technical customer support position.

• Prior experience in the pharmaceutical or regulated industry is an asset.