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IT Workplace Services Specialist
2 weeks ago
Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.
**_Primary Job responsibilities include:_**
- Provide prompt, professional solutions for customer inquires
- Represent the opinions and suggestions of IT clients/stakeholders and assist with aligning expectations on solutions with global Information Technology standards
- Implement and administrate all in scope Information Technology infrastructure
- Liaise with business leadership concerning the general state of Information Technology and its impact on client computing capabilities
- Ensure effective collaboration between end users and global Information Technology support teams
- Coordinate with product teams to bring new solutions to market which ensuring the ongoing success of existing products
- Promote and support global Information Technology security and risk management standards
- _ Infrastructure Support_: In this role the associate will need to function as a technical liaison between the business and global service delivery teams. S/he will participate in or oversee a variety of analytical and technical assignments that provide for problem diagnosis, solutions documentation and resolution implementation, as well as; administration, support, and maintenance of a variety of hardware, software, and network products in an information technology infrastructure environment. S/he will also serve as the onsite point of contact for other technical staff, management, end users, and vendors regarding service requests, usage, standards, security, and other technical matters.
- _ Deskside Support_: In this role, the associate will also be required to analyze, evaluate and diagnose very complex technical problems with client computing devices such as desktop computers, laptops and various mobile devices. The work will involve implementing new technologies and procedures, device configuration and responding to complex client incidents. All tasks should be completed in line with company technical and quality standards and procedures.
- _ Customer Service_: All aspects of the job will require the associate to demonstrate a solid level of competence in customer service and execute effectively against customer expectations to ensure operational success.
Education level:
- Matric
- BSc Degree or equivalent IT qualification or a minimum of 5 years relevant Information Technology experience
Experience/Technical Skills:
- 4 years relevant experience derived from Information Technology infrastructure and support environment
- Excellent Communication skills - fluency in English
- Good negotiation, presentation and relationship management skills
- Strong understanding of the Information Technology service catalogue and the roles and responsibilities attributed to all Information Technology departments.
- Demonstration of creative problem solving with a strong focus on service continuity to position Information Technology as a tool for supporting the business
- Operates effectively in a matrix environment
- Understands characteristics of the current Information Technology environment and actively identifies opportunities for continuous improvement
- Shares knowledge and enforces compliance with Information Technology systems development lifecycle
- A working knowledge of ITIL framework and how each function contributes to the overall delivery of a stable IT environment
- Outgoing with an ability to communicate complex, technical & non-technical information in a clear, concise manner
- Strong team work ethic and sound organizational skills for functioning with a high degree of independence on projects with mínimal supervision
- Basic understanding of the Agile Product Delivery and Scrum frameworks
Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.
**Who we are**
We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.
**What we look for**
In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together