Job opportunities

IT Supporter

Location

Illinois

City

Deerfield

Department

511 - Service Desk

Description

IT Supporter

SUMMARY:

No company knows the brain better. Lundbeck is uncompromisingly committed to the research, development and delivery of targeted therapies for people living with significant psychiatric and neurological disorders. At Lundbeck, we believe life is too beautiful to be interrupted by brain disorders. So, we pursue imaginative solutions, driven by passionate people committed to do the right thing for our patients, our company and our communities. Lundbeck strives to be a leader in depression, schizophrenia, Alzheimer’s disease and Parkinson’s disease.

For Lundbeck, making a meaningful difference for patients is more than an aspiration: it is a commitment that shapes everything we do. Our advocacy for patients isn’t an invented “company value” – it is at the core of who we are and motivates every individual at Lundbeck. Our ongoing engagement with patient communities is not what you might expect from a pharmaceutical company – we create our own programs to help patients and caregivers not simply manage their conditions but thrive in spite of them.

The IT Supporter is responsible for providing IT Support for both internal and external employees. This involves screening, diagnosing and troubleshooting the incident or service request and working to resolve, assign, and/or escalate the request when it is received.

ESSENTIAL FUNCTIONS: 

IT Support (50%)

  • First point of contact for Lundbeck Employees worldwide for IT support incidents and service requests
  • Provides IT support and resolve problems to the end user’s satisfaction
  • Provides support for local and on-site users when needed
  • Responds quickly and effectively to requests received from the help desk
  • Ensures all calls/reported issues are dealt with and resolved in a timely and efficient manner based on department KPIs, policies and related IT SOPs
  • Ensures all incidents/service requests are properly logged in our call logging system
  • Follows guidelines set forth by Manager and Corporate IT in relation to department KPIs
  • Maintains and supports local and global applications and systems
  • Installs, configures and troubleshoots local desktop systems, laptops and mobile devices
  • Recommends Corporate approved hardware and software solutions

Knowledge Management (10%)

  • Writes and updates Knowledge Documents when faced with incidents lacking proper documentation
  • Ensures cases are handled using Knowledge Documents, and Knowledge Documents are linked to cases

IT Projects and Administration (40%)

  • Participates in any IT related projects assigned
  • Prepares IT related communication
  • Assists with onboarding new users
  • Places and coordinates service calls and orders with external vendors

REQUIRED EDUCATION, EXPERIENCE and SKILLS:

  • Accredited Bachelor’s degree
  • 2+ years of experience in an IT Helpdesk role or environment
  • Written and verbal communication skills in English
  • Windows 7, Microsoft Office 2010, Windows Server, PC Hardware

PREFERRED EDUCATION, EXPERIENCE AND SKILLS:

  • Microsoft Forefront Identity Manager (FIM)
  • MS SQL, SAP, Office 365, Sales Force (Veeva), SharePoint

TRAVEL

  • Willingness/Ability to travel up to 15% domestically. International travel may be required.

Apply for the job here

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Lundbeck is a global pharmaceutical company highly committed to improving the quality of life of people living with psychiatric and neurological disorders.

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