QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
About QuidelOrtho, Prague: Prague is one of the most beautiful European cities as well as the cultural and economic heart of Central Europe. Almost 140 QuidelOrtho employees are supporting the following functions within EMEA Shared Services: Customer Service and Finance team, People & Culture and GIS team. We are located in an attractive part of Prague, very close to the city center. The modern newly renovated building creates a flexible environment that contributes to employee work-life balance.
The Role: As we continue to grow as QuidelOrtho, we are seeking an IT Service Desk Analyst who will be expected to provide end-user support and customer service on company-supported computer desktops, laptops, mobile devices, and company supported applications on these platforms. Ability to troubleshoot and resolve IT problems, advise on the appropriate action and be responsible for providing direction to the end-user and/or escalate to more senior colleagues of IT Service Desk or other IT support teams and management when necessary. Provide in-depth technical assistance on calls or tickets initially handled; action tickets default routed from Service Center portal; respond to end-user walk-ups or otherwise. Address laptop inquiries, office/cubicle user visits, print responses, executive support, assist in IT project rollouts (I.e. Zoom, OKTA, Global Protect, Laptop refresh).
The Responsibilities:
Provide end-user support by phone, email, self-service tickets or in person and log, resolve or escalate to more senior colleagues of Service Desk or other IT support teams and management.
Corporate application account administration and process ownership, in compliance with established policies and procedures.
Act as a primary liaison between Service Desk and IT support teams, coordinating support escalations, information gathering, and automation/process improvement.
Research and introduce technology and processes that improve the user experience and optimize internal support practices.
Responsible for supporting, maintaining, and implementing systems and processes that include Computers, Mobile Devices, Multi-Function Copiers, Telecommunication/Collaboration devices and Audio/Visual Technologies.
Support access to corporate network/wireless and applications on the network and over VPN.
Monitor, update, and maintain tickets in a defined ticketing system. Respond to tickets, contact users, and plan workload.
Provide routine software troubleshooting support to employees to resolve common IT problems.
Follow standard operating procedures and work instructions to adhere to IT Operations controls including imaging/reimaging computers, resolving computer and software application issues for new and existing employees.
Help maintain equipment inventory, including processing and ordering new equipment and safe asset disposal, and maintain inventory records.
Maintain physical presence at designated service locations.
Apply sound judgment, escalating issues, and decisions to management when necessary.
Performs other duties as assigned by management.
Interact with other Service Desk co-workers fostering strong team player focus.
May be assigned to work as part of an IT Operations project team to provide technical support and/or guidance. e.g., Network and/or phone system upgrades.
Identify issues necessary for escalation to internal resources, as well as track their status through completion, is also essential to the success of this position.
The Individual:
Requirements:
2+ years working in a Technical Service Desk role, troubleshooting PC, applications, printers, and mobile devices.
Strong ability to provide support remotely using company-provided remote support tools.
Strong communication skills and ability to support customers both in written and spoken in English.
What skills will help you do your job:
We run a Microsoft environment therefore Windows in its different versions, InTune, Active Directory is our day to day.
We support hardware be it laptops, peripherals, meeting rooms, Audio-Video equipment, our server rooms or anything else.
We support applications that might be standard industry ones (Microsoft Office, Adobe, Sophos, Intune) as well as specific production or logistics ones you might have never seen before.
Our end users depend on IT to get their job done and a lot of it is time sensitive. Ability to assess criticality of incident or request is important. You will need to be able to triage, create workarounds, engage other technical teams and clearly communicate with them and our end users.
You will work independently and need to manage your workload. You will always have ability to seek support or escalate issues with senior colleagues and management.
Some of the technologies and keywords to note:
A+, Network +, CCNA, MCP, and/or MCSA, is a plus.
ITIL Certification is a plus.
Basic Networking Skills.
Knowledge of ServiceNow Ticketing system.
Intune / Azure / Active Directory.
O365.
Microsoft OS Certification a plus.
Aware of Pharma or Med Device compliance.
Advanced knowledge of Windows Operating Systems to include: Windows XP/7/8/10.
Advanced knowledge of installation, configuration and troubleshooting of PC hardware component.
Advanced knowledge of computer imaging processes and concepts.
Advanced knowledge of various Windows desktop/server applications such as Microsoft Office, Adobe, Sophos, Intune.
Strong familiarity with networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP.
Strong familiarity with supporting and troubleshooting mobile devices Working knowledge of remote mobile management tools (Intune).
Experience with systems administration, including system maintenance, workstation support, internet connectivity, security services and active directory.
Microsoft server operating systems (2008, 2012, 2016).
Experience with support service ticketing systems & ITIL framework (Remedy, ServiceNow).
Ability to conform to standard entry ticket entry processes regarding the ticket management system.
Experience with conferencing tools/applications including RingCentral and Zoom.
Excellent customer service and interpersonal skills, strong analytical and problem-solving skills.
Excellent organizational and follow-up skills with strong attention to detail.
Ability to think and work independently, coordinate with team members, and escalate as required to perform all tasks.
What we're offering:
Competitive salary
Meal vouchers
Transportation allowance
Language courses
Hybrid working model
Fit Office
3 sick days
5 weeks of holidays
Employee awards
Multisport card
Employee Assistance Program
Benefit cards and more
The role is based in Prague, Czech Republic.
#LI-HK1