Senior Associate - IT

IT Service Desk Agent

Job Description

Eurofins is seeking a self-motivated and enthusiastic candidate for the entry-level IT Service Desk Agent position. The primary responsibilities of this role will be a combination of phone, email and interactive chat support for local and nationwide customers from our laboratories.

You will troubleshoot and resolve customer hardware, software and general network connectivity issues. You will gain exposure to many tools and have the opportunity to learn high-level skills by supporting networking, active directory and security applications.

This position requires a high degree of emotional intelligence, empathy, technical prowess, and customer focus. You must be able to break technical concepts down into non-technical language and communicate them to people of all IT skill levels.

The roles and the responsibilities of this position are diverse on a day-to-day basis and it’s therefore important to be open-minded and able to deal with change.

Hard skills:

You should have a good command of written and spoken English and a basic understanding of ITIL concepts: Incident, Major Incident, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.

You need to be able to propose basic troubleshooting and repair solutions for Windows operating systems and local and cloud-based Microsoft products, including MS Office: O365, SCCM, Azure, Exchange, Server 2008-2016. Basic knowledge of Active Directory, DNS, DHCP, VPN and remote access, Citrix, thin clients, VMWare or equivalent will be beneficial. You will be also dealing with network connectivity, TCI/IP, firewalls, Vlan, Ethernet, etc.

Soft skills:

We are looking for someone who works well with other members of the global team, can represent our team when working remotely, and collaborate with labs around the world. Forward-thinking mindset, looking for ways to increase productivity, efficiency and identify process improvements will make you a good candidate.

This role will require time management, prioritization and organization skills. If you can handle multiple projects, clients and tasks at the same time and enjoy working in a dynamic environment.