Job Description

Date: 19 Jan 2024 Location: Andheri (East), IN, Mumbai 400 Company: AdvanzPharma



Job: Executive IT Service Desk
Location: Andheri, Mumbai
(Hybrid working opportunity)


About ADVANZ PHARMA


ADVANZ PHARMA is a global pharmaceutical company with the purpose to improve patients\xe2\x80\x99 lives by providing and enhancing the specialty, hospital, and rare disease medicines they depend on.
Our ambition is to be a partner of choice for the commercialisation of specialty, hospital, and rare disease medicines in Europe, Canada, and Australia. In line with our ambition, we are partnering with innovative biopharma and pharmaceutical development companies to bring medicines to patients.
Headquartered in London, UK, we have c700 employees based across more than 20 countries, including key countries in Europe, the US, Canada, and Australia. Our Centre of Excellence in Mumbai, India, as well as an established global distribution and commercialisation partner network complement our global operations.
ADVANZ PHARMA\xe2\x80\x99s product portfolio and pipeline comprises innovative medicines, specialty generics & biosimilars, and originator brands. Our products and pipeline cover a broad range of therapeutic areas, including hepatology, gastroenterology, anti-infectives, critical care, endocrinology, CNS, and, more broadly, rare diseases.
We can only achieve our ambition with the passion of our dedicated and highly qualified people, acting in line with our company values of entrepreneurship, speed, and integrity.


About the Role


As ADVANZ PHARMA continues to strengthen its position as the partner of choice for specialty, hospital, and rare disease medicines, we have an exciting opportunity for an Executive- IT Service Desk.
What You\xe2\x80\x99ll Do:
IT Helpdesk: -

• Log and manage all incidents, service requests and access requests and provide an

interface for all other Service Operation processes and activities.

• Categorizing and prioritizing all incidents, and requests received related to IT.
• Provide first-line investigation, diagnosis, and solutions to both hardware and software-related issues wherever possible.
• Handling all calls/chats/Emails received on IT Helpdesk Teams Channel, VoIP, and mailbox.
• Providing technical L1 support wherever possible to employees of Advanz Pharma.
• Troubleshooting and Finding solutions for problems related to software and hardware.
• Keeping users informed of the status of services, incidents, and requests.
• Ensure all processes and disciplines of the IT Helpdesk are followed.
• Reviewing every month, the inactive users list and taking appropriate action to ensure necessary action is taken to either deactivate the account or keep it active if the user is still working.

Reports: -

• Review distribution list/email groups every six months (First review in January and the second review in June) to review and make amendments if suggested by DL owners.
• Managing and maintaining NEW JOINEE, DOWNTIME, TRAVELERS, and other common reports of IT Helpdesk.

Microsoft O365 Admin: -

• Create new users in Active Directory (AD)/Windows NT.
• Change login name/email address/password for user in AD
• Deactivating user based on separation request from HR in AD.
• Updating Designations, reporting manager and Departments as per HR requirements in AD.
• Create new folders on Microsoft SharePoint/Network drives. Assign/remove folder permissions on SharePoint/Network drives.
• Assign/remove mailbox permissions on Exchange online.
• Groups management - create/edit/delete.
• Block the Spam/Phishing emails based on the request from the user.
• Ensuring all O365 applications related to Incidents and Requests are attended to and closed on time by onsite and remote support based on Agile working conditions.

Training: -

• Scheduling IT Induction training for New Joinee to familiarize them with the IT services

available at ADVANZ PHARMA.


About You
We are looking for highly motivated individuals who are passionate about making a meaningful difference to patients\xe2\x80\x99 lives.
For this role, you will also have the following:
Qualifications:

• Graduate with Information Technology background or Post graduation in IT and/or Hardware & Networking is preferred.
• ITIL (Information Technology Infrastructure Library) Foundation certified.

Knowledge, Skills & Experience:

• Must have significant experience in providing initial support to the employees for IT Operational Issues and requests with focus on continual service improvement.
• Experience in providing first-line investigation, diagnosis, and solutions to both hardware and software-related issues wherever possible.
• Prior Experience in the customer service Industry.
• Excellent in operating any Ticketing tool/Software.
• Proactive nature with focus on proactive prevention of possible issues.
• Excellent interpersonal, communication and organizational skills.
• A positive and \xe2\x80\x98can-do\xe2\x80\x99 approach, biased towards finding solutions and embracing change.
• Inspired by our values of entrepreneurship, speed and integrity.
• Learning agility and \xe2\x80\x98scalability\xe2\x80\x99, with a desire to continuously improve and develop as ADVANZ grows.
• Work collaboratively across all business functions with an open, honest, and respectful cooperation.
• Ability to have fun and thrive in a growing, unique, and inclusive work environment.

Why ADVANZ PHARMA?


The success of any company is driven by its people, and we are no different.


At ADVANZ PHARMA, we believe in empowering our people to be entrepreneurs and embrace challenges to enable personal and company growth in an agile and fast-paced environment. We strive to do that inclusively and responsibly, treating all employees with integrity whilst rewarding outcomes and impact.


Our teams are made up of people from all walks of life and backgrounds. We thrive in an environment where uniqueness is celebrated, but we are all united by the same passion to help improve patients\' lives by providing and enhancing the specialty and hospital medicines they depend on.


As a business, we like to tap into new ideas and fresh perspectives. So, if you join us, you\xe2\x80\x99ll be empowered to own your work, explore new possibilities, and make things happen.


But there\xe2\x80\x99s more to you \xe2\x80\x93 and us \xe2\x80\x93 than just work, which is why our culture, vision and values are so high on our agenda. We believe in gender equality and actively encourage women into senior roles \xe2\x80\x93 we have an active ADVANZ PHARMA Women\xe2\x80\x99s Network; almost 40% of our managers are women.


We work hard to recognise and reward talent, and we actively promote from within - last year, approximately 25% of our people across the company achieved promotions. In addition, we recognise talent with our annual Impact Awards, in which our top performers are rewarded for their hard work and dedication.


We offer flexible, agile working options, and you will also enjoy a highly competitive salary and benefits package.


To join us on our exciting journey, Apply now! *

• Please include a CV and Cover letter.