IT Support Analyst / 1st Line Desktop Support / (12-month FTC, based in Marlow)

Job Title: IT Support Analyst Level II – 12 month contract

Department: IT

Location: Marlow

"At ICON, it's the people that set us Apart"

ICON is a global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries. We specialise in the strategic development, management and analysis of programs that support Clinical Development – from compound selection to Phase I - IV clinical studies

ICON enjoys a strong reputation for quality and is focused on staff development. We make it our mission to attract the most diverse and creative minds into the business and we continually strive to provide opportunities for our people to excel, grow and build a great career. We understand that our greatest asset is the skills and talents of our people and they are truly what set us apart. 

Role Responsibility 

• Providing IT support to end-users in Europe and the US, you will analyse and troubleshoot tickets recorded in the helpdesk system.
• You will also provide desk-side assistance to staff when an issue can not be resolved using our remote access tools.
• You will provide Second Level support to your IT colleagues by assisting them with more complex hardware, application and operating system issues  

Additional Responsibilities: 

• You will provide local and remote telephone support from our Call Centre system when called upon in a prompt, professional and polite manner
• Participate in the daily support of IT equipment such as workstations, laptops, telephony, printers and audio visual systems in the Easteligh office or other designated office as may be required from time to time
• With excellent communication and problem-solving skills, you will work to help users with computer software or hardware problems and deal with enquiries on the use of specific software, such as database, electronic mail, operating systems, and printing. You will also perform troubleshooting to isolate and diagnose common problems and work with other IT Department Staff such as Level 3 Teams in the resolution of related issues
• You will proactively research and report on issues to Manager with suggested improvements
• You will prepare our systems with ICON’s Software image and deploy to staff
• Prepare technical documentation for our in-house knowledgebase
• You will update helpdesk tickets regularly and maintain an up to date history
• Maintain our stock inventory, ensuring all repairs are carried out on faulty hardware in line with our contractual agreements with vendors
• Provide IT support to our numerous Meeting Rooms in the building
• Any other upgrade/implementation projects as assigned by IT Management 

Experience and Qualification 

• A consummate communicator with excellent organisational and customer service skills, you will have strong technical knowledge of computer hardware, computer operating systems and desktop applications.  You should be fluent in English with a degree in a computer related discipline or sound relevant experience in a similar role; or equivalent combination of education and experience.
• It is essential that you have experience of all current Microsoft Windows platforms including: Microsoft Active Directory Services, Microsoft Office 2003/2010, Windows XP/7, DNS,DHCP/ TCP-IP, Strong knowledge of LANS / WANS and Hardware maintenance (Motherboards / Network cards, RAM upgrades etc.) along with good knowledge of Exchange - User account setup, access permissions etc.
• It would be desirable for you to have experience of the following including: Citrix Presentation Server and Thin Clients, Exchange 2010,   Microsoft Lync, Smartphones/Tablets (Apple, Android, Windows), VOIP Phone Systems,  Altiris Deployment Solution and Polycom Video Conferencing Systems

Come to ICON and be an important part of a well respected and growing company that believes the details of your career are every bit as critical as the work you do. You'll enjoy highly competitive compensation and an exceptional benefits package 

ICON Clinical Research is an Equal Opportunity Employer committed to strength in diversity.