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IT Help Desk

 
Requistion ID:  129
Location: 

Deerfield, Illinois, US

Date:  Feb 22, 2019
 

At Lundbeck, we believe life is too precious to be interrupted by brain disorders. Lundbeck is uncompromisingly committed to the research, development and delivery of targeted therapies for people living with significant psychiatric and neurological disorders. We pursue imaginative solutions, driven by passionate people committed to do the right thing for our patients, our company and our communities. Lundbeck strives to be a leader in depression, schizophrenia, Alzheimer's disease and Parkinson's disease. 

 

For Lundbeck, making a meaningful difference for patients is more than an aspiration; it is a commitment that shapes everything we do. Patient advocacy is at the core of who we are and motivates every individual at Lundbeck. Our engagement with the communities we serve grants us better understanding of the needs of patients and their families; and that drives us to develop innovative therapies and impactful programs for patients and caregivers.

SUMMARY:

The IT Help Desk is responsible for providing IT Support for both internal and external employees. This involves screening, diagnosing and troubleshooting the incident or service request and working to resolve, assign, and/or escalate the request when it is received.

 

Essential Functions:

IT Support (50%)

  • First point of contact for Lundbeck Employees worldwide for IT support incidents and service requests
  • Provides IT support and resolve problems to the end user’s satisfaction
  • Provides support for local and on-site users when needed
  • Responds quickly and effectively to requests received from the help desk
  • Ensures all calls/reported issues are dealt with and resolved in a timely and efficient manner based on department KPIs, policies and related IT SOPs
  • Ensures all incidents/service requests are properly logged in our call logging system
  • Follows guidelines set forth by Manager and Corporate IT in relation to department KPIs
  • Maintains and supports local and global applications and systems
  • Installs, configures and troubleshoots local desktop systems, laptops and mobile devices
  • Recommends Corporate approved hardware and software solutions

 

Knowledge Management (10%)

  • Writes and updates Knowledge Documents when faced with incidents lacking proper documentation
  • Ensures cases are handled using Knowledge Documents, and Knowledge Documents are linked to cases

 

IT Projects and Administration (40%)

  • Participates in any IT related projects assigned
  • Prepares IT related communication
  • Assists with onboarding new users
  • Places and coordinates service calls and orders with external vendors

 

REQUIRED EDUCATION, EXPERIENCE and SKILLS:

  • Accredited Bachelor’s degree
  • 2+ years of experience in an IT Helpdesk role or environment
  • Written and verbal communication skills in English
  • Working knowledge of key IT processes around service delivery and operations, especially Incident Management, Knowledge Management, and Service Request Management
  • Very good working knowledge of Windows 7/10, Active Directory, Office365 tools, MS Office 2016, ITSM system

 

PREFERRED EDUCATION, EXPERIENCE AND SKILLS:

  • Microsoft Forefront Identity Manager (FIM)
  • MS SQL, SAP, Office 365, Sales Force (Veeva), SharePoint

 

TRAVEL

  • Willingness/Ability to travel up to 15% domestically. International travel may be required.


Lundbeck is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, and any other characteristic protected by law, rule, or regulation. Lundbeck participates in E-Verify.

Lundbeck is a global pharmaceutical company specialized in brain diseases. For more than 70 years, we have been at the forefront of neuroscience research. We are tirelessly dedicated to restoring brain health, so every person can be their best.

An estimated 700 million people worldwide are living with brain diseases and far too many suffer due to inadequate treatment, discrimination, a reduced number of working days, early retirement and other unnecessary consequences. Every day, we strive for improved treatment and a better life for people living with brain diseases – we call this Progress in Mind.

Read more at www.lundbeck.com/global/about-us/progress-in-mind.
Our approximately 5,000 employees in more than 50 countries are engaged in the entire value chain throughout research, development, production, marketing and sales. Our pipeline consists of several late-stage development programs and our products are available in more than 100 countries. Our research center is based in Denmark and our production facilities are located in Denmark, France and Italy. Lundbeck generated revenue of DKK 18.1 billion in 2018 (EUR 2.4 billion; USD 2.8 billion).

For additional information, we encourage you to visit our corporate site www.lundbeck.com and connect with us on Twitter at @Lundbeck and via LinkedIn.