IT ServiceDesk Analyst- Memphis

We are looking for a ServiceDesk Analyst able to provide first and second line support to our US-based employees. Working with Rayner IT colleagues globally and reporting to the IT Lead, Americas, the individual will be responsible for the following:

Duties

*        Manage ServiceDesk – monitoring the queue of tickets for employees, responding, resolving and communicating with end users as required

*        Automate software installations and updates to US Rayner employees, following global software standards

*        Provision of new IT equipment (laptops, cellphones, iPads) to new starters, replacement of faulty / end of life equipment as required

*        Identity and access management – user account creation and modifications

*        Maintain Accurate inventory of IT assets

*        Phone system management

*        VIP support where required, e.g. for meeting room setups

Your key responsibilities will be:

*        Manage the ServiceDesk for employees across the region.

*        Resolution of ServiceDesk tickets within agreed SLAs

*        First line support for office-based employees

*        Remote support for field-based employees

*        Maintaining Company standards for software / application deployments

*        Managing procurement of IT equipment in line with Company standards

*        Advising the user community on correct and secure usage of IT equipment and systems

*        Ensuring security measures for IT systems are monitored and maintained

*        Working closely with global IT colleagues, contribute to the on-going development of the IT function in Rayner

Skills Required:

*        Remote Employee Support

*        Windows Desktop/Server Administration

*        MS InTune / AutoPilot

*        Active Directory and Group Policy Management

*        Inventory Management

*        Office 365/Azure AD Administration

*        Architecture and Infrastructure Support (Network Layer understanding - Minimally Layers 1-4)

*        Basic hardware repair (laptop/desktops)

Desirable, but not essential:

*        Identity Provider Administration & Management

*        Fortinet Routing and Switching

*        Email Spam Filtering Management

*        Exchange Management

*        Web Server (HTML/CSS)

*        SharePoint Management

*        General Database Management (GUI/Command Line): Oracle, MSSQL, MySQL

*        Scripting (JSON, PowerShell, various silent install technologies MSI, InstallShield, InstallAnywhere, Java, etc)

*        Apple Business and DEP Administration, macOS & iOS management

*        Phone System Management (VOIP)

*        Mobile Device Management

*        Amazon Web Services

*        Backup Solutions Administration

Qualifications / Experience:

Essential:

*        At least 2 years In a ServiceDesk role gained In a corporate environment

*        Relevant qualification in aspects or IT support and administration

*        Familiarity with IT security standards and networking protocols

Desirable:

*        Experience gained in a pharmaceutical / medical device / life sciences organisation

What you can expect from us: 

• Comprehensive benefits package
• Global appreciation platform to recognise colleagues around the globe
• Fantastic opportunity to work with highly talents teams and individuals and grow with the business
• Exciting variety of engagement events like quarterly Love to Learn events
• Being part of an organisation you can be proud to work for changing the lives of millions of people!

Rayner provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.