Helpdesk Analyst
About the job
As a Software Support Analyst working for the Instem Helpdesk you will be involved in providing 1st line support to external customers worldwide, assisting them in the use of our market-leading software solutions. You will resolve practical issues and software problems, referring escalated issues to 2nd level support. The position offers a variety of work in a friendly working environment and outstanding potential for career development.
This opening is located in Stone, Staffordshire. The successful candidate will be required to travel to Instem offices as necessary and report to the Instem Helpdesk Manager. This position does also offer the opportunity to travel and contribute to the services side of the business, including installation, training and validation work.
The successful candidate will be offered a competitive salary + excellent benefits including 23 days holiday (rising over time to 25), company bonus, private healthcare and pension scheme, plus others.
Main responsibilities:
- Responding to and logging of support calls on Instem bespoke software
- Provision of advice and assistance relating to products and services
- Raising / handling of faults as appropriate
- Reproduction and appropriate documentation of reported faults
- Reporting to customer on progress and resolution
- Provision of support / advice at customer sites
- Conduct of activities in accordance with the relevant Quality procedures
- Correction of problems relating to database definitions or relationships
- Liaison and consultation with other departments
Skills/ Experience:
- Team player - ability to share discuss problems with peers
- Willing to undertake national and international travel to customer sites if requested
- Good communication (oral and written), organizational and problem solving skills
- Ability to prioritize and stay calm under pressure
- Flexible
- Ability to be effective with little to no supervision and working remotely on site
- Familiarity of SQL and Oracle Database
- Ideally educated to a Degree in Computing or Life Sciences
All candidates will be required to uphold Instem’s core values
Respect, Empowerment, Creativity, Integrity, Passion, enjoyment
Company overview
Instem is a global organization, providing world-class information solutions for drug and chemical development. Established in 1969, Instem’s continued success is based on technological expertise, a thorough understanding of our market’s business and regulatory requirements combined with our long-term commitment to the success of our customers. Our customer base is drawn from the world’s leading pharmaceutical, chemical and contract research organizations and our solutions are used by over 70 of the world’s leading global research development organizations at more than 100 sites worldwide.
More information can be found on www.instem.com