Senior Associate- IT (Service Desk Engineer)

About Eurofins:

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food, environmental, pharmaceutical and cosmetic product testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a network of over 1,000 independent companies in 54 countries, operating 900 laboratories. Performing over 450 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997. In FY 2021, Eurofins achieved a record revenue of over EUR 6.7 billion.

Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers.

Reporting To: Service Delivery Manager GSC NSC
                       Katowice – Poland
Working Location: Bangalore - India

OVERALL OBJECTIVES:

Do you have experience in IT and want to develop your skills providing end user support for newly setup modern IT infrastructure?

Are you eager to learn and assure high quality service for the end-users?

We are looking for Service Desk Agent who will be first point of contact to support employees in all IT related queries.

The GSC – NSC IT Infrastructure team supports the Group Service Centers and National Service Centers within Eurofins.

This covers approx. 4,000 end-users and more than 60 sites across the world. We are both building the infrastructure as well as the support team which is needed to maintain the services within the GSN and NSC scope.

SPECIFIC ASSIGNMENTS:

As part of the GSC – NSC IT Service Desk team you will act as primary contact to support end users regarding:

• Workplace related queries and issues.
• M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).
• Identity and Access Management queries.
• Infrastructure related problems for service provided by GSC NSC IT Teams.
• Applications related problems requiring triage to respective application support group.

Main activities, but not limited to, are:

• Register, classify, route, follow-up and resolve request according to internal processes.
• As 1st Level Support Provides technical support to end-users by identifying problems, researching and answering questions, troubleshooting problems or forward them to the 2nd level support
• Own the incoming requests and manages escalations.
• Support in creation operational documents/instructions for Service Desk team.
• Identify and document Workarounds.
• Support maintenance and accuracy of Knowledge articles available for end-users via service portal.
• Identify candidates for Service Catalogue items based on commonly requested items by end users.

REQUIRED SKILLS:

An ideal candidate should have:

• 2+ years of experience in Service Desk agent function.
• Basic understanding of Azure Cloud and M365.
• Excellent communication and interpersonal skills.
• Very good command of English written and spoken.
• Can do approach and capability to work in dynamically changing environment.

Below skills will be an advantage:

• Service Now knowledge.
• ITIL Foundation certificate.
• AWS Cloud knowledge.