Job Description

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.

Group\'s key figures are approx. 5.4 billion Euros turnover, over 800 laboratories across 47 countries and about 50,000 staff.

• Provide strong leadership to the IT Service Desk Engineering team, guiding and mentoring team members to deliver outstanding customer service, efficient incident resolution, and effective technical support. Foster a positive and collaborative team environment, promoting professional growth and development.
• Streamline support processes and workflows to ensure timely and accurate handling of support tickets and technical issues. Monitor team performance, ensuring adherence to predefined SLAs and driving continuous improvement initiatives to enhance service quality.
• Oversee the triaging and escalation of incidents as necessary, ensuring that complex technical issues are appropriately addressed and resolved. Collaborate with cross-functional teams and ensure effective incident resolution and minimize business disruptions.
• Coordinate and monitor the maintenance of IT infrastructure, including workstations, printers, phone systems, and smartphones. Ensure the reliability and optimal performance of IT equipment to support end-users\' daily operations.
• Build and maintain strong working relationships with supported business units, promoting effective communication, collaboration, and understanding of IT services. Act as a liaison between the IT support team and other departments to address concerns and facilitate productive engagements.
• Provide technical guidance and support to project teams, leveraging the expertise of the support team when required. Compliance and Standards: Ensure adherence to Eurofins Group standards, security protocols, and relevant policies. Uphold the confidentiality, integrity, and availability of organizational data and systems by promoting a culture of cybersecurity awareness and best practices.
• Demonstrate a strong commitment to service excellence by setting and modelling high standards for customer service, problem-solving, and proactive communication. Continuously seek opportunities to enhance the customer experience and promote a positive image of the IT support team.
• Uphold Eurofins code of ethics and all relevant policies and procedures, serving as a role model for ethical behaviour and compliance within the team.

• Excellent verbal and written English
• Excellent knowledge of computer hardware components and troubleshooting
• Solid knowledge of Microsoft end-user environment (Windows OS, MS Office, Outlook, etc.).
• Good knowledge of mobile solution and devices (Android, iPhone, etc.).
• Basic knowledge of networking (switches / patches / IP / Subnets).
• Strong interpersonal and communication skills.
• Able to operate independently and successfully manage priorities and responsibilities.

• Bachelor\'s degree in related field required.
• Strong communication skills (in English, both orally and in the writing, including moderating meetings)
• Candidate willing to be based either in Georgetown, Penang.
• Hybrid working model. (2-3 days working from office in a week)

Eurofins