IT. Supporter

JOB TITLE:

IT Supporter (EUD)

JOB HOLDER:

Multiple

REPORTING TO

Director, Information Technology

DEPARTMENT

Information Technology

Role Classification: This is a technical supporter / individual contributor role providing hands-on end user support. The position takes ownership of incidents and service requests, supports device lifecycle activities and service improvements, and escalates complex issues, risks and approvals through the appropriate IT channels.

Introduction to Role: The IT EUD Supporter provides technical support for colleagues at the Athlone site, with collaboration across global IT teams. The role installs, configures and maintains desktops, laptops, smartphones, tablets, printers, video conferencing equipment and Digital Workplace tools in line with standards. Working with local end users (customers), the role delivers timely, reliable support in line with approved standards and procedures.

KEY AREAS OF JOB ACCOUNTABILITY: (list of key objectives and quantifying standards)

• End User Support: Diagnose, troubleshoot and resolve hardware, software, Microsoft operating system and Office issues. Provide on-site and remote support, including basic network connectivity, mobile devices and video conferencing.
• Incident and Request Management: Take ownership of assigned ServiceNow tickets through to resolution. Categorise and prioritise incidents and requests, maintain accurate records, communicate progress and escalate issues when required.
• Device Deployment and Lifecycle: Install, configure, reimage, move, upgrade and decommission end user devices. Back up and restore user settings and complete associated administration in line with approved procedures.
• Asset Management and Documentation: Carry out equipment moves and asset inventory activities against an associated ticket or agreed project. Maintain accurate device records and document troubleshooting steps and resolutions.
• Stakeholder Collaboration: Support colleagues across all levels of the organisation. Liaise with Infrastructure, IT Security, global IT teams and suppliers to resolve issues and meet end user needs, following relevant SOPs.
• Service Improvement: Test new technologies and support system improvements and changes. Identify recurring problems, recommend suitable upgrades and share knowledge to improve support quality and device reliability.

Required qualifications:

• Minimum 2 years of experience in a Service Desk or similar technical support role.
• Strong Microsoft operating system installation and troubleshooting skills, with practical knowledge of Outlook, Word and Excel.
• Practical fault diagnosis and repair skills for desktops, workstations, laptops, printers and mobile devices.
• Basic understanding of networks, servers and telecommunications, with experience using remote PC support tools and knowledge of video conferencing.
• Exceptional customer service skills and clear written and verbal communication in English, with the ability to support users at all levels.
• Attention to detail, self-motivation and the ability to prioritise tasks, take ownership of issues and work effectively across teams and projects.
• Ability to follow approved procedures and maintain clear, accurate support documentation.

Preferred Qualifications and Experience:

• Degree or technical certification in IT or a related field, or equivalent relevant experience.
• Experience using ServiceNow for incident and request tracking, and supporting device deployment, asset inventory and lifecycle activities.
• Experience in pharmaceutical, GMP, GxP or other regulated environments, and collaborating with IT Security, Infrastructure and external suppliers.