Senior Associate - IT (ServiceDesk)

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.

Title:                            Associate/ Senior Associate
Location:                     Bangalore

Eurofins is seeking a friendly, enthusiastic, self-motivated individual to be responsible for supporting the technical needs our customers across North America which includes but is not limited to troubleshooting and resolving customer hardware, software, printing and general network connectivity issues. Support ranges from simple “How To” questions, to complex technical issues.

This position requires a high degree of customer service, emotional intelligence, empathy and listening skills.  It also requires the ability to fully capture all issues thoroughly in writing. Support includes hardware, software, printing and general network connectivity issues. Service Desk monitors the progress of all incidents/requests until closure (End-to-End Management). Service Desk is also instrumental in handling outages and keeping our customers informed.

The responsibilities of this position periodically change and therefore, each Service Desk teammate must be open-minded and be considered a change agent.

Responsibilities:

• Maintain the highest possible level of customer service
• Act as a role model for your peers
• Be the first point of contact for customers seeking assistance via phone, email, chat, or possibly in person
• Create tickets for every issue you work on
• Thoroughly document all tickets for all work performed
• Attach knowledge used to each ticket
• Attempt to resolve all customer questions or issues at that first point of contact
• Update all tickets in a timely manner
• Maintain Service Level Agreements (SLA) for all ticket types
• Search for and utilize knowledge for all support issues using all resource available which may include knowledge base documents, subject matter experts, email, chat, SharePoint, vendor websites, Microsoft and other forums and especially, Google search
• Remote into end user devices whenever possible to help identify root cause and solve customer issues more quickly as well as creating teachable moments for customers
• Computer technician – Assist with remote installing and/or general support of laptops, desktops, printers, monitors, mice, keyboards, cabling, docking stations, peripherals, cell phones and other end user technologies. 
• Work with vendors to support our customers with installation, maintenance or support of instruments, special devices, balances and other equipment used by our laboratories
• Submit service requests with vendor(s) as needed for hardware/software repairs
• Support for File-Xchange, Bomgar, Remote Desktop, 2-Factor systems such as Symantec VIP and MS Authenticator, McAfee Enterprise products, Security Applications, Microsoft Office applications, Adobe applications and so much more
• Operating System Support – Windows 10 & 11
• Microsoft O365 Support – Including Office, Visio, Project, Azure, Intune, Teams, etc.
• Troubleshooting device connectivity, access and security
• Troubleshooting basic Bitlocker and encryption issues
• General Active Directory Use – Resetting passwords, unlocking accounts, setting up home drives, adding, removing or creating security groups, adding or removing computer accounts, etc.
• PC/Laptop Imaging – Utilizing MECM and other imaging tools, assist with remote imaging of laptops, desktops and instrument PC’s
• General Networking – Troubleshooting network connectivity issues for both Ethernet and Wireless. 
• Cisco and/or Jabber phone systems – Basic knowledge for setting up numbers, changing user display names, setting up voicemail boxes and related
• Printing Support – Adding or removing printers from a print server, troubleshooting printing issues for our customers, installing and configuring both network and local printers, setting up address books, updating passwords on shared printing accounts, troubleshooting failed print jobs and other printing issues
• Act as a mentor for your peers – Assisting them with their tickets, helping them search for knowledge, assisting with their documentation, guiding them towards solutions and/or verifying Assignment Groups prior to dispatch
• Assist with the onboarding and training of new employees
• Reviewing and assigning tickets
• Reviewing misdirected tickets and/or customer complaints
• Look for and make recommendations for process improvements and efficiencies
• Report to your group leader all issues that could significantly impact the business
• Develop training materials, curriculum and provide training as requested
• Work on or run special projects as assigned
• Knowledge document development – Create written step by step documentation, submitting them as Drafts into the SN Knowledgebase, updating and/or retiring knowledge, etc.
• Create templates for self and teammates to aid with streamlining support
• Teach others how to write knowledge documents, templates and related
• Occasionally schedule, run or manage meetings, huddles and related
• Identify and manage outages or other high call volume situations – Inform peers, managers, create templates on the fly for completing the incident form, create notices for the Service Portal, add/remove messages on the call center IVR system, etc.
• Run reports, develop reports and manage dashboards as needed
• Act as a technical lead providing advanced support to teammates, managers, customers, project teams and more for everything
• Occasionally review resumes and make recommendations
• Maintain a calm and composed attitude when tensions are high
• Meet or exceed all performance metrics for this role
• Occasional travel
• 24/7 support with night and weekend support.
• Provide occasional on-call support
• Other duties as assigned

Skills and Relevant Experience:

• Bachelors Degree
• 1-6 yr. of Service Desk support w/increasing responsibilities
• 1-6 yr. of Knowledge Management experience with creating, updating and maintaining knowledge articles and libraries
• 1-6 yr. of ServiceNow or other incident tracking tools
• Intermediate knowledge of ITIL concepts:  Incident, Request, Problem, Knowledge, Configuration and Change management.  Major Incident, outages, Dashboards, reporting, parent/child, etc.
• 1-6 yr. of computer technician/repair – Repair/replacement/support of PC, laptops, UPS’s, racking network equipment, printers, phones and other general IT equipment
• 1-6 yr. of Windows 10/Windows 11 technical support solving issues:  drivers, certificates, group policies, permissions and “How To” questions.
• 1-6 yr. of MS O365 support - Including Project, Teams, Visio, Azure, Intune, SharePoint and web apps
• Must be a master at searching for knowledge to troubleshoot complex technical issues as well as unfamiliar applications (Google, Microsoft forums, vendor websites, etc.)
• Knowledge and ability to remotely install and/or support/triage computers, laptops, printers, peripherals, etc.
• Able to diagnose and creatively find information in order to resolve issues when there may not be any written instructions
• Ability to remotely support all customer needs and respond appropriately when additional assistance is needed
• Knowledge and ability to remotely install and/or support/triage computers, laptops, printers, peripherals, etc.
• Knowledge of using PowerShell and related scripts
• Knowledge and understanding of Active Directory
• Knowledge and understanding of networking concepts:  TCI/IP, Vlan’s, Ethernet, wireless, routers, switches, firewalls, connectivity, racking equipment, cabling
• Knowledge of Servers:  file servers, print servers and application services
• Knowledge of Home Drives, setting up network shares, setting permissions within AD for file shares and related
• Basic knowledge of Bitlocker and file encryption
• Knowledge of Cisco and Jabber phone systems, usage and configuration of phone numbers, voicemail boxes and related
• Advanced written communication skills – Able to write in complete sentences, paragraphs and organize thoughts as well as fully document ticket notes accurately describing the Who, What, Where, When, Why, How, etc.
• Verbal communication skills - Able to accurately convey information, concepts, ideas and more to/with customers, peers, managers, business owners, etc.
• Must be very well organized and able to prioritize work including staying current with your inbox, ETQ trainings/readings, Learning Center assignments, etc.
• Ability to multi-task (projects, tickets, tasks, etc.)
• Ability to work independently with little management oversight
• Must be willing to spend time for continuous self-education and improvement
• Conflict resolution – Very strong ability to recognize possible conflict with customers, peers, management or others and work towards compromise and resolution
• Have an understanding that everyone is your customer
• Possess an attention to detail and follow through
• High level of professionalism and the ability to maintain confidentiality
• Ability to lift 25lbs

NOTE:  Responsibilities and required skills will increase with each job title

Other Qualifications Considered:

• HDI Desktop Support Technician Certification (or equivalent)
• HDI Technical Support Professional Certification (or equivalent)
• ITIL 4 Foundations
• A+, Network+, Security+, Fundamentals+
• Azure Microsoft
• Microsoft MCP and/or MTA
• Microsoft 365
• Intune, SSCM/MECM