1st Line IT Technician
On site
Welwyn, United Kingdom
Freelance
06-03-2025
Job Specifications
Job Title: Customer Service Analyst
Job Function: Customer Support
Therapy Area/Industry: Information Technology
Job Description:
Proclinical is seeking a Customer Service Analyst to deliver proactive, customer-focused onsite support to a large user base. Your role will involve resolving IT queries with excellent problem-solving and interpersonal skills, ensuring a calm and empathetic approach. Familiarity with ITSM systems for logging and tracking incidents is essential, as well as working within service level agreements (SLAs).
Responsibilities:
- Provide face-to-face IT support to end users.
- Log and track incidents using ITSM systems.
- Identify and report recurring issues for further investigation.
- Build strong relationships with team members and users.
- Assist in building and configuring computers for new and existing users.
- Deliver both reactive and proactive maintenance support.
Key Skills and Requirements:
- Strong problem-solving and customer service skills.
- Experience with ITSM systems.
- Ability to work within SLAs.
- Teamwork and relationship-building skills.
- Eagerness to learn and acquire new technical skills.
- Previous exposure to platforms like Google Suite, iOS, Windows 11, ServiceNow, MobileIron, and Nexthink is beneficial.
- Experience with iOS devices, Windows hardware, and meeting room technology is advantageous.
- Prior experience in a face-to-face customer service environment is desirable.
Please apply on Linkedin.
Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology, and medical device companies. Proclinical Staffing is an equal opportunity employer.
About the Company
At Proclinical Staffing, our life science recruitment services support our partners with permanent and contract vacancies by connecting them with specialist talent across the globe. Whether you are looking for a recruitment agency to support you with a single vacancy or you need to staff an entire new facility, we extend an expert hand to help you find the highly-skilled people you need. Operating exclusively within life sciences industry – from MedTech and Medical Devices to Pharma and Biotech – our experience, resources... Know more
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