IT Service Desk Analyst Full-time Job

About Novotech Novotech is the Asia-Pacific CRO designed for biotech, accelerating clinical development via cutting-edge technology to improve patient lives. Working in a fast-paced and adaptable environment, we strive to set the benchmark for both business and clinical trial performance across all clinical trial phases and therapeutic areas. Our people are critical in meeting organizational, and client objectives and we place a strong emphasis on creating a collaborative, transparent, and inclusive work environment where everyone is supported to achieve. Responsibilities: The responsibilities will vary day to day and may include: Works within the IT service desk team to provide speedy and efficient resolution of Service Desk tickets/calls via Service Desk ticket review and Service Desk system stats in line with SLAs. Help develop processes to reduce time taken to resolve Service Desk issues. Identify knowledge base gaps through daily ticket review. Create and update Novotech Service Desk SOP's/Knowledge Base. Adhere to all published Policies, SOP's, DOP's, WI's, and Knowledge Base Articles. Highlight & escalate any conflicts between these documents to your line manager and document in related tickets. Actively participate in continual service improvement programs (i.e. knowledge discovery & documentation, process improvement, technology discovery & implementation etc). Escalate to the appropriate team where necessary with detailed notes on investigation of the issue. Find opportunities for service improvement and engage the relevant teams to reduce Service Desk time taken to resolve/escalate Incidents & Requests Assist all other Service Desk team members in following Novotech Service Desk SOP's and highlight to line management where additional training or clarifications are required. Fluent written and verbal English