IT Supporter

Area of Responsibilities

The IT Supporter is responsible for: 

• Provide local on IT Support
• Global end user support with focus on Europe, but not limited to
• Issue handling and escalation according to service level agreements
• Provide IT service, guides and "one to one" and "one to many" IT training
• Support of current, new and future end-user IT devices and applications
• Installation, configuration and setup of IT systems including PC certification
• Software installation, printer configuration, user administration, etc.

Requirements:

Competences required to fulfil the area of responsibilities and work assignments:

• Act as primary point of contact for user in Information Technology matters
• Interacting with end-user face to face or remote, providing exceptional support
• Providing technical support across the company (this may be in person or over the phone)
• Handle or escalate in a timely manner incoming issues and requests according to SLA
• Thorough recording of information into ServiceNow ensuring resolution is clear
• Monitoring and maintaining computer systems and networks
• Supporting global operation and contingency with a focus on Europe
• Handle or initiate handling of necessary maintenance of the IT infrastructure
• Installing and configuring hardware, software, systems, networks, printers and scanners
• Participate in IT related development and implementation projects
• Stays current with developments in new technologies and platforms
• Facilitates communication across the ALK IT group
• Support IT asset management ensuring that assets achieve their full lifetime cycle value
• Formulate, update and maintain GxP documentation for own area
• Repairing and replacing equipment as necessary

• Testing new Technology

The  IT Supporter has:

• A general good knowledge of IT platforms
• A technical, logical thought process
• Experience in hardware and software installations
• Experience in user administration in a Windows environment
• Experience in use of MS Windows and Office365 environment
• Good knowledge of IT support processes (best practice)
• Problem-solving skills
• Ability to priorities and delegate
• Able to travel internationally

IT Supporters need to be:

• Capable of understanding and performing monitoring
• Capable of handling issues identified through monitoring
• Experienced in installation of HW and SW on clients and to some extend on servers
• Proactive and capable of taking responsibility
• Willingness to learn about mobile technologies / environment
• Have ability to stick to strict deadlines
• Have a keen eye for details
• Fluent verbal and written communication skills in Danish amd English are required.

 Global IT at ALK

Global IT at ALK is a global organization of approximately 140 employees with three main hubs in Hørsholm, Madrid and Krakow and IT staff on our production sites and regional sales hubs in China, France and North America. Today, ALK has most IT competences in-house and you will have qualified colleagues across the globe.

We believe that good results and IT services go hand in hand with securing development and learning opportunities. Employees are encouraged to show respect and help each other every day. You will become part of an IT organization where we put competence and substance over format and presentation and prioritize iterative interactions.

Our IT strategy contains several new IT programs and projects aimed at revitalizing ALK's IT infrastructure and application landscape, including a high focus on utilizing AI for effectiveness. You will have the opportunity to work with and impact our:

• Participate with driving innovation and optimize IT support services
• Test and implement emerging technologies
• Be part of an IT strategy that emphasizes AI-powered efficiency and transformation
• Work in an environment that values competence, substance, and iterative collaboration

 Become a part of ALK

We provide an attractive working environment for individuals looking for both personal and professional development. ALK is a global pharmaceutical company specialized in allergy immunotherapy. We are driven by a high level of professionalism, integrity, an openminded approach and contributing to an inspiring and fun working environment together with our colleagues. You will be part of an engaged and informal team who values skill and knowledge creation. The result of your efforts will be significant throughout the organization, and you will be able to actively influence and challenge the status quo.

Our offices in Denmark offer a green view of the DTU Science Park in Hørsholm. We believe that physical presence enforces strong teamwork and collaboration and creates success, so it is important that you enjoy coming to work at our site with a degree of flexibility to also work from home.