Help Desk Support

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Help Desk Support
Horsham, PA
Our client, a major pharmaceutical company, has an immediate need for a Helpdesk Support consultant!
ACTIVITIES INCLUDE:
Diagnose and resolve problems related to the use of hardware, software, peripheral devices, communication packages, host and connectivity or other problems in relation to a Learning Management System (LMS)
Understand and comply with security and support policies and procedures.
Recognize problems and alert appropriate escalation points as needed in a timely fashion.
Uses appropriate tools to log, track, escalate, resolve and close calls and Incidents received.
Follow up on all reported problems, ensuring complete customer satisfaction.
Perform in a professional manner in all dealings with other team members and customers.
Interface directly with managers and analysts from other functional support groups when dealing with the escalation of issues or Incidents.
Utilize the Helpdesk process to identify areas for process improvements. Make recommendations to management using this process.
Interacting directly with customers according to Help Desk standard operating procedures
Using verbiage that is easily understood by non-technical customers.
Troubleshooting and utilizing appropriate questions to pinpoint issues using all procedural and technical tools provided to assist with Root Cause Analysis.
Actively participate in the continuous improvement of the Help Desk by suggesting process, training, or technology improvements.
Create and manage Work Instructions for HelpDesk support
JOB QUALIFICATIONS:
Strong background in use of Help Desk tools, processes, procedures, and environment, including call tracking software
The candidate must have experience in the pharmaceutical industry and GXPs.
Excellent analytical, problem-solving, customer service and communication (written and verbal) skills.
2 years of strong customer service and technical support experience
Proven ability to write clear and concise problem descriptions
Demonstrated knowledge of PC operating systems, networking architecture, hardware and peripheral device configurations and connectivity methods.
Basic knowledge of Internet browsers, remote access / communication packages.
Ability to use the core products in the MS Office Suite.
Experience with a Learning Management System (LMS) preferred.
Strong ability to work through complex problems and provide efficient and effective solutions.
Proven ability to deliver a high level of quality customer service.
Experience working in a multi-site help desk environment.
Willingness to participate in holiday and illness coverage, when necessary, on a rotating basis
If you are qualified and interested, please email your resume to: ****
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