Job Description

Although one or more potential candidates for this position have been identified but we will consider applications from any interested applicants.

The Position

The Deskside Support Service & responsibilities within is owned by ESS Client Services team. This role involves providing technical support and assistance to users experiencing issues with computer systems, software, hardware, or and associated BT infrastructure. The primary goal is to ensure smooth operation of IT systems by resolving technical problems efficiently and maintaining user satisfaction

Responsibilities

• Technical Support: Respond to user inquiries via phone, email, chat, or ticketing systems, troubleshooting issues related to hardware, software, networks, or peripherals.
• Issue Resolution: Diagnose and resolve technical problems, such as login issues, software errors, connectivity problems, or system crashes, often following a tiered support structure (Level 1, 2, or 3).
• Ticket Management: Log, track, and document all support requests in a ticketing system, ensuring accurate records and timely follow-ups.
• User Assistance: Guide users through step-by-step solutions, provide training on software or systems, and create user-friendly documentation or FAQs.
• Escalation: Escalate complex issues as required (e.g., system administrators, network engineers), ensuring clear communication.
• System Monitoring: Monitor IT systems for performance issues, security alerts, or potential outages, and take proactive measures to prevent disruptions.
• Software/Hardware Support: Assist with software installations, updates, or patches, and troubleshoot hardware issues like printers, desktops, or mobile devices.
• Customer Service: Maintain a professional and patient demeanor, ensuring clear communication and a positive experience for users.
• Security Compliance: Enforce IT policies, such as password management, software compliance, and cybersecurity best practices, to protect systems and data.
• Documentation: Create and update knowledge base articles, manuals, or troubleshooting guides to improve support efficiency.

In addition to day to day business support, there will be project work as part of the wider client services portfolio of projects both in EMEA and globally.

Required Education, Experience and Skills

• Technical degree with at least five years' experience in IT support
• Experience with troubleshooting hardware and software issues on Windows and Mac operating systems.
• Proficient in using and supporting Microsoft Office Suite and other common software applications.
• Familiarity with network configurations and troubleshooting.

• Strong problem-solving skills and attention to detail.
• Basic understanding of cybersecurity principles.
• Excellent communication skills, both verbal and written.

• Preferred Education, Experience and Skills

• Strong ITIL and process discipline to ensure compliance within the managed services framework and the ability to identify and implement process improvements.
• Ability to work independently and manage multiple tasks simultaneously.
• Customer service-oriented mindset with the ability to work effectively with diverse teams.

Secondary Job Description

Who We Are:

Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions. Our Vision is clear: A better and healthier every day for every woman.

As an equal opportunity employer, we welcome applications from candidates with a diverse background. We are committed to creating an inclusive environment for all our applicants.

Search Firm Representatives Please Read Carefully
Organon LLC, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Annualized Salary Range

45,000 to 78,000

Annualized Salary Range (Global)

N\A

Annualized Salary Range (Canada)

N\A

Please Note: Pay ranges are specific to local market and therefore vary from country to country.

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements: Organon employees must be able to satisfy all applicable travel and credentialing requirements, including associated vaccination prerequisites

10%

Flexible Work Arrangements:

Work Week

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

N\A

Number of Openings:

1

Requisition ID:R535723