Senior Support Analyst

Key Responsibilities:

• Provide high-quality support services at walk up locations, in departmental offices and research labs, and online to end users performing diverse roles and possessing varying degrees of technical skill.
• Develop and maintain expertise in office and research technology used within BR.
• Be proactive and anticipate need for technology support.
• Demonstrate expertise in troubleshooting and resolving technology issues.
• Track and document work in service tickets to enable monitoring of metrics and sharing of knowledge.
• Adhere to and educate others on company Information Security & Risk Management standards including security patching and incident response.
• Work collaboratively on teams learning from others and sharing expertise and accountability for team’s success.
• Establish and maintain strong working relationships with end users and colleagues across RX to provide reliable end-to-end service delivery.
• Communicate effectively and constructively within and outside of team.
• Share knowledge and mentor other team members in areas of expertise.
• Coordinate small projects to devise new and improved solutions to streamline and/or expedite work.
• Draft and edit documentation and knowledge articles for the effective use of hardware and software.
• Assist in developing and delivering end-user training on effective use of productivity and research informatics tools.
• Perform trending and continuous improvement analysis within areas of responsibility.

Requirements:

• Bachelor’s degree in a technology field or equivalent work experience
• 3-7 years of progressive experience with hands on troubleshooting and support for Windows and/or MacOS
• Strong customer service mindset and ability to identify needs of end users and of teams of colleagues and take appropriate action
• Exceptional troubleshooting skills and experience supporting non-standard software
• Proven ability to navigate complex enterprise organisations and calmly resolve critical challenges
• Ability to prioritize and effectively manage assigned work, responding to changing needs quickly and efficiently
• Proficiency in English and German (written and oral)

Preferred experience:

•  Linux expertise is a plus

Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook.  https://www.novartis.com/careers/benefits-rewards


COMMITMENT TO DIVERSITY AND INCLUSION:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.