About the Role
Role Summary
We are seeking a meticulous and technically skilled IT & Lab Systems Support
Analyst to join a dedicated team supporting the critical computerised systems
within the quality control laboratories of a leading global pharmaceutical and
biotechnology company.
This is a unique opportunity to work at the intersection of IT and cutting-edge
laboratory science within a highly regulated GMP environment. You will be
responsible for ensuring the stability, compliance, and performance of vital lab
systems, playing a key role in maintaining the integrity of processes that are
essential to patient safety and product quality.
Key Responsibilities
Provide hands-on 2nd level support for laboratory IT systems and
instrumentation, escalating to 3rd level support in collaboration with
external vendors when required.
Utilise ServiceNow to manage, track, and resolve incidents and service
requests in a timely and efficient manner.
Perform configuration and user access management for specialised
laboratory applications and on the Windows OS level via Active Directory.
Take ownership of key stages in the system lifecycle, including the
staging of new systems, performing periodic system reviews, and the
decommissioning of legacy systems.
Maintain accurate records for all hardware and software assets within the
laboratory IT landscape.
Create, update, and maintain detailed documentation for all activities,
ensuring full adherence to GMP and data integrity standards at all times.
Essential Skills & Experience
A minimum of 2 years of professional experience in an IT support role.
Proven experience working with ServiceNow for incident and request
management.
Strong, in-depth knowledge of Windows 10/11 and administration via
Active Directory.
Practical experience with SCCM (System Center Configuration Manager)
for endpoint management.
A structured, precise, and documented approach to work, with a strong
focus on quality and detail.
A solid understanding of basic network technologies.
Excellent command of the English language, both written and verbal
(CEFR C1 level or equivalent).