IT & Lab Systems Support Analyst

Role Summary

We are seeking a meticulous and technically skilled IT & Lab Systems Support Analyst to join a dedicated team supporting the critical computerised systems within the quality control laboratories of a leading global pharmaceutical and biotechnology company. This is a unique opportunity to work at the intersection of IT and cutting‑edge laboratory science within a highly regulated GMP environment. You will be responsible for ensuring the stability, compliance, and performance of vital lab systems, playing a key role in maintaining the integrity of processes that are essential to patient safety and product quality.

Key Responsibilities

• Provide hands‑on 2nd level support for laboratory IT systems and instrumentation, escalating to 3rd level support in collaboration with external vendors when required.
• Utilise ServiceNow to manage, track, and resolve incidents and service requests in a timely and efficient manner.
• Perform configuration and user access management for specialised laboratory applications and on the Windows OS level via Active Directory.
• Take ownership of key stages in the system lifecycle, including the staging of new systems, performing periodic system reviews, and the decommissioning of legacy systems.
• Maintain accurate records for all hardware and software assets within the laboratory IT landscape.
• Create, update, and maintain detailed documentation for all activities, ensuring full adherence to GMP and data integrity standards at all times.

Essential Skills & Experience

• A minimum of 2 years of professional experience in an IT support role.
• Proven experience working with ServiceNow for incident and request management.
• Strong, in-depth knowledge of Windows 10/11 and administration via Active Directory.
• Practical experience with SCCM (System Center Configuration Manager) for endpoint management.
• A structured, precise, and documented approach to work, with a strong focus on quality and detail.
• A solid understanding of basic network technologies.
• Excellent command of the English language, both written and verbal (CEFR C1 level or equivalent).

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