L1 Service Desk Agent: Hybrid - Eurofins

Company Description

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 50,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specializedclinical diagnostics testing.

Job Description

Responsibilities:

• Maintain the highest possible level of customer service.
• Act as a role model for your peers.
• Be the first point of contact for customers seeking assistance via phone, email, chat, or possibly in person.
• Create tickets for every issue you work on
• Thoroughly document all tickets for all work performed.
• Attach knowledge used to each ticket.
• Attempt to resolve all customer questions or issues at that first point of contact.
• Update all tickets in a timely manner.
• Maintain Service Level Agreements (SLA) for all ticket types.
• Search for and utilize knowledge for all support issues using all resource available which may include knowledge base documents, subject matter experts, email, chat, SharePoint, vendor websites, Microsoft and other forums and especially, Google search.
• Remote into end user devices whenever possible to help identify root cause and solve customer issues more quickly as well as creating teachable moments for customers.
• Computer technician - Assist with remote installing and/or general support of laptops, desktops, printers, monitors, mice, keyboards, cabling, docking stations, peripherals, cell phones and other end user technologies.
• Work with vendors to support our customers with installation, maintenance or support of instruments, special devices, balances and other equipment used by our laboratories.
• Submit service requests with vendor(s) as needed for hardware/software repairs.
• Support for File-Xchange, Bomgar, Remote Desktop, 2-Factor systems such as Symantec VIP and MS Authenticator, McAfee Enterprise products, Security Applications, Microsoft Office applications, Adobe applications and so much more.
• Operating System Support - Windows 10 & 11
• Microsoft O365 Support - Including Office, Visio, Project, Azure, Intune, Teams, etc.
• Troubleshooting device connectivity, access and security
• Troubleshooting basic Bitlocker and encryption issues
• General Active Directory Use - Resetting passwords, unlocking accounts, setting up home drives, adding, removing or creating security groups, adding or removing computer accounts, etc.
• PC/Laptop Imaging - Utilizing MECM and other imaging tools, assist with remote imaging of laptops, desktops and instrument PC's.
• General Networking - Troubleshooting network connectivity issues for both Ethernet and Wireless.
• Cisco and/or Jabber phone systems - Basic knowledge for setting up numbers, changing user display names, setting up voicemail boxes and related.
• Printing Support - Adding or removing printers from a print server, troubleshooting printing issues for our customers, installing and configuring both network and local printers, setting up address books, updating passwords on shared printing accounts, troubleshooting failed print jobs and other printing issues.
• Act as a mentor for your peers - Assisting them with their tickets, helping them search for knowledge, assisting with their documentation, guiding them towards solutions and/or verifying Assignment Groups prior to dispatch.
• Assist with the onboarding and training of new employees.
• Reviewing and assigning tickets
• Reviewing misdirected tickets and/or customer complaints
• Look for and make recommendations for process improvements and efficiencies.
• Report to your group leader all issues that could significantly impact the business.
• Develop training materials, curriculum and provide training as requested.