IT Service Desk Specialist

ProductLife Group (PLG) is an international organization that partners with life sciences companies to help bring new medicines and healthcare technologies to patients faster.

The company works with healthcare and life sciences innovators, providing expertise, technology and services to support the development and delivery of healthcare solutions.

At ProductLife Group, employees get opportunities to work on international projects, collaborate with global teams and develop their professional skills in an innovative and diverse environment.

Job Description

ProductLife Group is hiring an IT Service Desk Specialist to provide first-level IT support to end users and ensure timely and effective resolution of technical issues, incidents and service requests.

The selected candidate will be responsible for analysing, troubleshooting and resolving IT support tickets within the assigned scope. The role also involves documenting troubleshooting activities, managing ticket priorities, following Service Level Agreements (SLAs) and escalating complex issues to specialized technical teams.

The candidate will collaborate with internal IT teams, subject matter experts and external software vendors to investigate and resolve technical problems.

The ideal candidate should have previous experience in IT Service Desk, Help Desk or IT Support operations, knowledge of ticketing tools, strong troubleshooting abilities and excellent communication skills.

Roles & Responsibilities

Manage and monitor incidents and service requests through IT Service Management (ITSM) platforms.

Provide first-level IT support to employees and end users.

Analyse, troubleshoot and resolve technical issues within the Service Desk scope.

Maintain accurate ticket documentation, including troubleshooting steps, resolutions and user communications.

Prioritize tickets based on urgency, business impact and applicable Service Level Agreements (SLAs).

Escalate complex or unresolved technical issues to appropriate internal expert teams.

Coordinate with subject matter experts and external software vendors during issue investigation and resolution.

Follow up on escalated tickets to ensure timely resolution.

Keep end users informed throughout the incident and service request lifecycle.

Communicate technical information clearly and professionally.

Create and maintain knowledge articles, FAQs and troubleshooting documentation.

Identify recurring technical issues and contribute to root-cause analysis.

Participate in continuous improvement activities to enhance IT support quality.

Follow company IT policies, procedures and security requirements.

Ensure compliance with regulatory requirements, particularly those relevant to the Life Sciences industry.

Required Skills

IT Service Desk

Help Desk Support

IT Support

IT Service Management (ITSM)

Ticket Management

Incident Management

Service Request Management

Technical Troubleshooting

Ticket Documentation

SLA Management

Issue Escalation

Root Cause Analysis

Knowledge Base Management

Technical Documentation

Vendor Coordination

IT Security and Compliance

Customer Support

Problem Solving

Analytical Thinking

Communication Skills

Tools & Technologies

ITSM Platforms

Ticketing Tools

RxLogix (Preferred)

Eligibility Criteria

Previous experience in an IT Service Desk, Help Desk or IT Support role.

Good understanding of IT support and troubleshooting processes.

Experience working with ticketing or ITSM tools.

Ability to analyse technical issues and identify possible causes.

Ability to determine appropriate resolution or escalation procedures.

Strong customer-service orientation.

Ability to manage multiple tickets and competing priorities.

Good written and spoken English.

Ability to work effectively with technical teams, subject matter experts and external vendors.