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Contract, End User Services Analyst
PTC Therapeutics, Inc
Warren, NJ | Full Time
$64k-80k (estimate)
2 Weeks Ago
Contract, End User Services Analyst
PTC Therapeutics, Inc Warren, NJ
$64k-80k (estimate)
Full Time | Pharmaceutical 2 Weeks Ago
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PTC Therapeutics, Inc is Hiring a Contract, End User Services Analyst Near Warren, NJ

Job Description SummaryProvides day-to-day technical support to employees for internal computer systems and software. Supports PTC’s user base via phone, email, chat, walk in and self-service for incidents and service requests in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Manages the Service Desk ticket queue with an initial triage of tickets and if unable to resolve the issue on first contact, escalates a high-quality ticket to second and third level support teams.
The Contract, End User Services Analyst supports adherence to relevant regulatory requirements and company Standard Operating Procedures (SOPs) as appropriate.
Job DescriptionESSENTIAL FUNCTIONSPrimary Duties/responsibilities
  • Responds to queries over the phone, email, self-service, walk in and remotely.
  • Service Desk ticket queue manager.
  • Categorize and prioritize incidents.
  • Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
  • Performs basic software installation processes and software troubleshooting via remote control tools.
  • Follows standard operating processes for routine situations and asks for guidance in new or unusual situations.
  • Performs effective incident escalation to level 2 and 3 groups when necessary.
  • Assists in the setup and support of teleconference and A/V needs for PTC clients.
  • Follows standard operating processes and best practices for all service situations.
  • Keeps clients informed of outages and statuses; provide and recommend alternative connectivity methods during outages.
  • Responsible for project participation including system upgrades, service improvement initiatives and service requests.
  • Responsible for learning and utilizing new services and products or changes to existing services and products.
Knowledge/Skills/Abilities Required
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
  • Complete understanding of ITIL best practices
  • Comfortable working within a team, but able to work independently.
  • Excellent phone skills
  • Intuitive about escalating issues to keep the resolution process moving at an acceptable rate
  • Customer service oriented.
  • Windows 7 and 10
  • Active Directory
  • MS Teams and Office 365
  • Service Now trouble tracking system experience
  • Minimum level of education and years of relevant work experience.
  • A minimum of 5 years of related experience.
Special knowledge or skills needed and/or licenses or certificates required.
  • Excellent planning, organization and time management skills including the ability to support and prioritize multiple projects.
  • A Certification Preferred
Travel requirements
  • 0-10% local travels
  • Physical requirements (only note if the job requires physical capacity beyond general office work)
  • Mainly office work
  • Ability to lift at least 60lbs occasionally will be required.
  • Occasionally lift boxes
  • Occasionally crawl under desks
EEO StatementPTC Therapeutics is an equal opportunity employer. We welcome applications from all individuals, regardless of race, color, national origin, gender, age, physical characteristics, social origin, disability, religion, family status, pregnancy, sexual orientation, gender identity, gender expression, disability, veteran status or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.Click here to return to the careers page

Job Summary

JOB TYPE

Full Time

INDUSTRY

Pharmaceutical

SALARY

$64k-80k (estimate)

POST DATE

06/08/2024

EXPIRATION DATE

06/29/2024

WEBSITE

ptcbio.com

HEADQUARTERS

SOUTH PLAINFIELD, NJ

SIZE

1,000 - 3,000

FOUNDED

1998

CEO

STUART W PELTZ

REVENUE

$200M - $500M

INDUSTRY

Pharmaceutical

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