IT Service Desk Engineer (Remote)

About the role

The IT Service Desk Engineer provides first‑line technical assistance to employees, ensuring fast and high‑quality support. Working remotely, you will use tools such as ServiceNow, TeamViewer and Intune to triage incidents, resolve issues, and fulfill service requests in a regulated biotech environment.

Key responsibilities

• Monitor, triage and resolve ServiceNow incidents related to software installations, licensing, endpoint issues, security agents, backups, and device provisioning.
• Connect remotely to user devices via TeamViewer to perform troubleshooting and configuration.
• Fulfill ServiceNow catalog tasks, including software licensing (Adobe, ChemDraw, Office), hardware provisioning, VDI setup, and onboarding/offboarding access.
• Coordinate hardware shipments with logistics teams and maintain detailed documentation in ServiceNow.
• Escalate complex incidents to Tier 2 or system administrators while aiming for a 50 % first‑call resolution rate.

Required profile

• Strong customer focus with professional, empathetic communication.
• Ability to work independently in a remote setting while collaborating with IT peers and vendors.
• Attention to compliance requirements such as GxP, HIPAA and SOX.
• Organised documentation habits and adherence to defined SLAs.

Required skills

• ServiceNow incident and request management.
• Remote access tools: TeamViewer, Microsoft Intune.
• Windows operating system troubleshooting and configuration.
• Software licensing and deployment (Adobe, ChemDraw, Microsoft Office).
• VDI (Virtual Desktop Infrastructure) provisioning.
• iPhone/iPad and laptop provisioning and replacement.
• Hardware peripheral handling (chargers, headphones, etc.).
• Backup and antivirus solution administration.