Jr IT Service Support Services Analyst
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Company: Norstella
Location: Remote Bangalore, India
Date Posted:
Employment Type: Full Time
Job ID: R-720
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Description
About Norstella
At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need.
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time.
Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time.
Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:
- Citeline – accelerate the drug development cycle
- Evaluate – bring the right drugs to market
- MMIT – identify barrier to patient access
- Panalgo – turn data into insight faster
- The Dedham Group – think strategically for specialty therapeutics
By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India
Requirements:
What will you be doing in this role?
The Role:
We are looking for a proactive Technology Enthusiast to join us as a Service Desk Analyst for Bangalore. You will provide first-line support, utilizing your expertise in Active Directory Management, O365 admin console management, and Incident, Request, and Access management. A passion for technology, excellent analytical skills, and the ability to thrive in a cross-cultural environment are key attributes we seek. If you are curious, driven, and eager to explore new possibilities, we'd love to talk to you about this exciting opportunity.Requirements:
- Associate degree or bachelor’s degree in computer or Equivalent combinations of education, work experience, and certification will be considered.
- Minimum 2 years experience of working in a support/service capacity; preferably a global IT organization underlined by respective training certificates, but not mandatory.
- Knowledge of ITIL best practices (ITIL Foundations certification preferred but not mandatory.
- Experience in IT Service Management processes and tools or experience.
It would be great if you also had . . .
- A flexible individual capable of dealing with the typical tensions that arise within an IT service environment; confident & customer-focused; good problem-solving skills with the ability to follow written and verbal instructions.
- Proven troubleshooting skills within a support environment including a strong commitment towards incident resolution, and solid understanding of foundational IT technical issues and relationships.
- Experience in building, managing, and maintaining a knowledge base containing policies, procedures, documentation, and knowledge base articles related to the Service Desk and the IT Service Management team
- Basic understanding in computer operating systems, security and office automation software, including Microsoft Windows 10, Windows 11, Active Directory, VPN, Exchange, Salesforce, Teams, Outlook, Word, Excel, PowerPoint, Lucid Chart, Intune, Remote Management tool and Microsoft Office 365.
What will you be doing in this role?
- Provide service desk support (Voice, Chat, and email) to clients, accurately defining and resolving issues based on deep product knowledge.
- You will be instrumental in helping users resolve issues with hardware, software, connectivity, and product-specific incidents or work requests.
- You will provide real-time ticket entry and effective communications between customers and subject matter experts. You will provision hardware and software, maintaining audit controls and compliance tracking.
- Provide 1st level support to resolve IT problems across the organization (i.e. workstations, mobile computers, printers, peripherals, desk phones, application access, VPN, etc.) and answer the Service Desk phones
- Install/uninstall, troubleshoot, data recovery, access and maintain applications,
- Provide one-on-one end-user problem resolution, performing various IT support function such as creating, activating, disabling, and unlocking user accounts, network and application password resets, etc.
About the Team
Our existing team is a diverse and skilled group, collaborating to provide exceptional IT service and solutions. They embrace a cross-cultural work environment, continuously learn and stay updated with technology trends, ensuring top-notch support for our users. With expertise in ITIL practices, Active Directory user management, O365 admin console management, Windows troubleshooting, and hardware (laptop/desktop) troubleshooting, we are well-equipped to handle a wide range of IT challenges.
Hours of Work
40 h/week - 24*7
Hybrid
Work location Bangalore.
Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you
The guiding principles for success at Norstella:
01: Bold, Passionate, Mission-First
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
02: Integrity, Truth, Reality
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
03: Kindness, Empathy, Grace
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
04: Resilience, Mettle, Perseverance
We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
05: Humility, Gratitude, Learning
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.
We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
05: Humility, Gratitude, Learning
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.
Benefits:
- Health Insurance
- Provident Fund
- Reimbursement of Certification Expenses
- Gratuity
- 24x7 Health Desk
Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you
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