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 us: 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.
Your new role: The IT Service Desk Analyst is responsible for providing first level support for the user community and their respective applications and equipment. They will be the first point of contact for the IT Service Desk, providing remote assistance in resolving Tier I technology support issues when possible and escalating to the appropriate personnel when necessary. Serves as primary support for incoming Service Desk calls, ticket queue monitoring and facilitation, and Service Desk group mailbox monitoring. They will acquire, document, and provide detailed information for issues and tasks that require escalation. Will require working knowledge in commonly used IT and business applications.
Essential functions:
To receive calls for assistance from QuidelOrtho staff by phone, email or in person and to log, resolve or distribute those calls to the appropriate IT staff.
Perform remote and in-person support on updates, repairs, configuration, and end user training of corporate IT equipment, to include computers, mobile devices, multi-function copiers, telecommunication/collaboration devices and audio/visual technologies.
Corporate application account administration in compliance with established policies and procedures.
Create, update, and provide feedback on procedures for both IT and our internal customers. These include not only technical but also business processes.
Carries out duties in compliance with established business policies.
Primary point of support for providing user updates, follow ups and to properly attend to and assign escalations when needed.
Education and experience:
Community College, Computer Training Center or equivalent experience.
Three or more years working in a Technical Support/Service Desk environment.
A+, Network +, CCNA, MCP, and/or MCSA, desired.
ITIL Certification a plus.
Proficiency in English language.
Knowledge and skills:
Working knowledge of Windows Operating Systems to include Windows XP/7/8/10, installation, configuration and troubleshooting of PC hardware components, various Microsoft Windows desktop/server applications such as Microsoft Office 365, Adobe, Okta, & Intune.
Working knowledge of networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP, support, administration and troubleshooting of mobile devices, systems administration, including system maintenance, workstation support, internet connectivity, security services and active directory.
Ability to conform to standard entry ticket entry processes regarding the ticket management system.
Strong ability to effectively communicate.
Excellent customer service and interpersonal skills.
Organizational, follow-up skills and problem-solving skills with strong attention to detail.
Advanced ability to accurately 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.
What we're offering:
Competitive salary
Meal vouchers
Transportation allowance
Language courses
Fit Office
Multisport card
3 sick days
5 weeks of holidays
Employee awards
Employee Assistance Program
Benefit cards and more
The role is based in Prague, Czech Republic.
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