IT Support Specialist

We have a new opening for an IT Support Specialist in Hoddesdon to act as the highest-level technical resource within the Service Desk team. The Specialist will manage complex issues, lead mentoring, and contribute to audits, problem management, and service improvement initiatives. This role encompasses responsibilities at both Analyst and Technician levels when required.

At Pharmaron we offer:

Vibrant and dynamic employment - we are a highly specialised, growth company operating in a critical sector of the economy - our future is strong and exciting!

Opportunities to develop your skills and yourself - our rapid growth brings greater opportunities for you to learn and grow faster!

A great team where we all support each other - enjoy your work - after all you spend about a third of your time here!

Key Roles and Responsibilities:

• Resolve high-priority and complex support cases.
• Resolve Level 1 and Level 2 incidents and service requests independently.
• Classify, prioritise, and triage support tickets.
• Coordinate with remote teams and escalate to infrastructure or application support when required.
• Review and improve internal documentation and Knowledge Base content.
• Lead in the resolution of problem tickets and support project delivery.
• Mentor Analysts and Technicians in technical procedures and knowledge sharing.
• Drive documentation accuracy and ensure audit-readiness.
• Contribute to DR testing, security awareness, and ISO/ITIL audit preparation.
• Represent the Service Desk in cross-team technical meetings.
• Maintain Level 1 and 2 support capabilities when operational gaps occur.
• Support project work involving Office 365 migrations, infrastructure changes, vendor engagements, and new application rollouts.
• Actively involved in cross-site collaboration.
• Contribute to the development and execution of the IT Service Desk roadmap.

Essential

• Degree or vocational qualification in IT or Computer Science (or equivalent experience)
• ITIL 4 Foundation
• 4+ years in a senior Service Desk or IT support capacity
• Experience leading or mentoring within technical teams
• High level experience with computer hardware systems and Windows operating systems

Desirable

• Microsoft Endpoint Administrator (MD-102)
• Azure Fundamentals
• Microsoft Security Foundation or CompTIA Security+
• Proven ability to operate scientific systems and Website development programs
• Software development and/or database design experience
• Microsoft Windows Server Administration

Pharmaron is a global CRO helping pharma and biotech companies bring new therapies to life. With over 25,000 employees worldwide across 23 locations in the US, UK and China, we support drug discovery through to manufacturing with fully integrated, high-quality services. We're proud of the impact we make and just last year, we supported over 780 discovery projects, 1,000+ CMC programmes, and 1,000+ clinical trials across all phases. Our teams are involved in everything from small molecules to biologics and gene therapies, and we work with more than 3,000 global customers. To learn more, visit www.pharmaron.com., Pharmaron is a premier R&D service company supporting the life sciences industry. Founded in 2004, Pharmaron has invested in its people and facilities having established diverse drug R&D service capabilities, ranging from synthetic, medicinal, and analytical chemistry, biology, DMPK, pharmacology, drug safety assessment, radiochemistry and isotopically labelled metabolism, chemical & pharmaceutical development to clinical development. With operations in China, US and UK staffed by over 25,000 employees, Pharmaron has an excellent track record in the delivery of R&D solutions to its partners in North America, Europe, Japan, and China.