P2619 - IT Helpdesk Support Specialist

Description du poste

As our **IT Helpdesk**, your mission is to champion a seamless, modern, and reliable digital experience for every employee. Acting as the primary point of contact, you will blend responsive, high-quality technical support with excellent user service to keep our daily operations running smoothly. Beyond fixing immediate issues, you will play a vital role in maintaining a secure, stable environment, driving the adoption of new digital tools, and collaborating cross-functionally to uphold organizational standards ### **End-User Support & Workplace Operations** ### * Provide professional 1st and 2nd level support to employees for hardware, software, and connectivity issues via the ticketing system, phone, chat, and in person. * Install, configure, and maintain end-user equipment (laptops, mobile devices, peripherals) and standard business applications, including the Microsoft 365 environment. * Manage user accounts, access rights, and onboarding/offboarding processes in collaboration with the HR and IT teams. * Troubleshoot Microsoft 365 issues (Outlook, Teams, SharePoint, OneDrive) and support meeting room and audiovisual equipment for on-site and hybrid collaboration. * Provide on-site support for local IT infrastructure - including network connectivity, on-premises equipment, and building-related IT - in close coordination with the infrastructure and network teams. * Document incidents, requests, and resolutions in the IT service management tool, ensuring accurate tracking and timely follow-up. * Escalate complex issues to specialized teams while ensuring proper handover and clear communication with users. * Maintain the IT knowledge base and user documentation and contribute to the continuous improvement of support processes and tool adoption. ### **Operational & Security Compliance** ### * Regulatory Compliance: Ensure that workplace configurations and support procedures adhere to corporate policies, specifically within the GxP-regulated framework, with attention to data integrity requirements. * Work closely with the security, infrastructure, and network teams to maintain a reliable, secure, and compliant workplace environment, and promote good IT security practices among users. Debiopharm offers employees: * International, highly dynamic environment with a long-term vision. * Cross-functional collaboration at the forefront of the most advanced scientific developments in oncology and anti-bacterial industry. * Exposure to a wide variety of areas and functions within clinical development and the pharmaceutical industry. * Participation in a company where innovation, people and entrepreneurship are the fundamental keys to success. * Proud to be an Equal-Pay certified, we ensure offering to all our employees the same opportunities.