IT Helpdesk Analyst

Role Summary

The IT Helpdesk Analyst – Global Service Desk will provide frontline IT support to worldwide pharmaceutical and manufacturing operations. This role is responsible for managing incident and service request tickets, troubleshooting technical issues, and ensuring timely, high-quality support across multiple regions.

The successful candidate will be proactive, detail-oriented, and adept at supporting a diverse global user base while collaborating with regional IT teams to maintain consistent service delivery.

This is a hands‑on role requiring strong technical knowledge, excellent communication skills, and the ability to manage multiple priorities in a fast‑paced environment.

Key Responsibilities

1. Frontline Support & Ticket Management (25%)
   • Monitor, triage, and resolve incoming incidents and service requests in FreshService ITSM.
   • Ensure accurate categorisation, prioritisation, and ownership of all...