IT & Lab Systems Support Analyst

Role Summary
We are seeking a meticulous and technically skilled IT & Lab Systems Support
Analyst to join a dedicated team supporting the critical computerised systems
within the quality control laboratories of a leading global pharmaceutical and
biotechnology company.
This is a unique opportunity to work at the intersection of IT and cutting-edge
laboratory science within a highly regulated GMP environment. You will be
responsible for ensuring the stability, compliance, and performance of vital lab
systems, playing a key role in maintaining the integrity of processes that are
essential to patient safety and product quality.

 

Key Responsibilities

 

• Provide hands-on 2nd level support for laboratory IT systems and
  instrumentation, escalating to 3rd level support in collaboration with
  external vendors when required.
• Utilise ServiceNow to manage, track, and resolve incidents and service
  requests in a timely and efficient manner.
• Perform configuration and user access management for specialised
  laboratory applications and on the Windows OS level via Active Directory.
• Take ownership of key stages in the system lifecycle, including the
  staging of new systems, performing periodic system reviews, and the
  decommissioning of legacy systems.
• Maintain accurate records for all hardware and software assets within the
  laboratory IT landscape.
• Create, update, and maintain detailed documentation for all activities,
  ensuring full adherence to GMP and data integrity standards at all times.
  Essential Skills & Experience
• A minimum of 2 years of professional experience in an IT support role.
• Proven experience working with ServiceNow for incident and request
  management.
• Strong, in-depth knowledge of Windows 10/11 and administration via
  Active Directory.
• Practical experience with SCCM (System Center Configuration Manager)
  for endpoint management.
• A structured, precise, and documented approach to work, with a strong
  focus on quality and detail.
• A solid understanding of basic network technologies.
• Excellent command of the English language, both written and verbal
  (CEFR C1 level or equivalent).