IT Help Desk Technician

For the past 25 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners' most high-profile drug and device programs.

Start your IT career on a genuinely global service desk as an IT Helpdesk Technician at ProPharma!

If you're the person friends and family come to when their laptop plays up, and you've been looking for the role that turns that into a career , this is it.

We're looking for an IT Helpdesk Technician to join our Global Service Desk. You don't need years of experience. You need curiosity, a genuine interest in technology, and the kind of personality that puts people at ease when they're frustrated and stuck.

Please note: This is a HYBRID role, with 3 days a week at our office in London (EC3A postcode)

What you'll be doing

• Acting as the first point of contact for colleagues across the business - by ticket, phone and chat
• Monitoring, prioritising and triaging tickets in our service desk platform, making sure nothing slips and SLAs are met
• Resolving Level 1 issues yourself, and growing into more complex Level 2 work as your knowledge builds
• Routing tickets to the right specialist teams when an issue needs escalating
• Monitoring critical line voicemails and picking up urgent issues quickly
• Asking the right questions to get to the bottom of a problem, rather than just the symptoms
• Following up on tickets through to resolution and keeping clear, useful records along the way

What we're looking for

Essential:

• A real interest in IT and a desire to build a career in it
• Confident, outgoing and comfortable talking to people at all levels - much of this job is communication, not just technology
• Excellent written and spoken English
• A quick learner who's happy to be thrown at something unfamiliar
• A good general understanding of computers, devices and how they fit together
• Well organised, with the judgement to work out what is urgent and what can wait

Desirable:

• An IT-related qualification - a college diploma, BTEC, apprenticeship, foundation degree or degree in IT, Computer Science or similar
• Any hands-on exposure to Microsoft 365, Windows 10/11, Entra ID or Active Directory either through study, a placement, a part-time role or your own tinkering
• Experience in a customer-facing role of any kind
• Any IT certification such as CompTIA A+ or Microsoft Fundamentals

What you'll get

• Structured onboarding and a clear path from Level 1 into Level 2 support and beyond
• Full access to external training platform for self-paced learning, plus support towards industry certifications
• Exposure to enterprise technology Microsoft 365, Entra ID, Intune
• A manager and a team who are genuinely invested in getting you to the next step .

We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.

All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.

Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.

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