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About the role ICON and you Application Process Day in the life Who we are

Sr IT Servc Delivry specialist

043046_2

About the role

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IT Support Analyst I
This is an exciting opportunity to work within a fast paced, busy environment for a leading global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries.  The IT Support Analyst III position acts as part of the first tier of the IT Service Desk providing IT support to the ICON plc user community and acts as a technical escalation point for more junior IT Service Desk staff. This position would act as a backup for the IT Service Desk Team Lead position in times of absence.
 
 
 
Overview of the Role
  • Recognize, exemplify and adhere to ICON's values which centre around our commitment to People, Clients and Performance.
  • As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
  • Travel (approximately 5%) domestic and/or international
  • *Act as a first point of contact for all IT Service Desk requests and issues.
  • *Answer the IT Service desk phone and assist staff in real-time as required.
  • *Triage IT service desk requests; resolve or escalate them as required according to their impact/severity.
  • *Escalate issues that they cannot resolve to an appropriate section/member of the IT Service Desk team.
  • *Inform IT Service Desk management of any high priority or 'P1' issues.
  • *Perform IT service desk tasks such as preparing IT hardware for the user community, troubleshooting account and application issues, rolling out new software.
  • *Ensure that all ICON IT governance policies and SOPs are adhered to.
  • *Act as an expert technical escalation point for staff in the IT support Analyst I/II positions and have a high level of expertise in their ability to support the ICON user community.
  • *Report Service Desk trends and problems to the IT Operations Manager and make recommendations for corrective action.
  • Assist in / carrying out projects / implement new technologies 
  • *Identify and recommend to the IT Operations Manager new technologies that could assist ICON in reducing cost and/or improving reliability, useability, availability and performance
  • *Monitor the IT Service Desk ticket queue and assign tickets to team members as required
  • *Act as a backup to the IT Service Desk Team Lead position in times of absence
  • Remain current on the latest technologies.
  • Work on special projects as assigned.
  • Perform after hours work as necessary.
 
Role Requirements
  • The IT support Analyst I role will report to an IT Operations Manager and may be supervised by the IT Operations manager and/or an IT Service Desk Team Lead.
  • Technical mentoring can be provided by the IT Operations Manager, the IT Service Desk Team Lead, or other IT department staff members as appropriate/required
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • At least 4 years in an IT service delivery environment supporting Microsoft Windows desktop environment
  • Excellent written and verbal communication
  • Business level English ability (TOEFL or IELTS certification may be requested)
  • Tertiary IT qualification or equivalent work experience
  • IT certification desirable
Benefits of Working in ICON
 
Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package.  This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.
 
We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.   
 
What’s Next?
 
Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity.
 
ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment.
 
 
ICON is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination or harassment.
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