Analyst, Customer Experience

Job Summary

The Global Service Desk is the single point of contact for Global Information Services as well as Engineering Services.  The Customer Experience Analyst provides first line technical support by telephone or remote access to employees of Apotex Global companies and Affiliates worldwide. Utilizing excellent customer service and communication skills, the Analyst diagnoses and troubleshoots technical issues pertaining to computer systems and networks.  Customer support includes, but is not limited to, resolving issues with various systems administration, applications, troubleshooting both hardware and software issues, processing and fulfilling Service Requests.

Job Responsibilities

• Acts as the GIS organization’s single point of contact for all customers. Provides advice, guidance and First level support for the restoration of normal services with hardware and application problems as expertise permits using available tools and following procedures and policies for the handling of Incidents/request;
• Provides IT support to callers in multiple locations such as home, offices and remote offices. You will support issues such as but not limited to VPN, Citrix, desktops, laptops, mobile devices, network resource access, MS Office suite, MS Windows and other as needed.
• Provide the absolute best customer experience daily
• Maintains ownership of Incidents/Requests, monitors open tickets and seeks resolution/completion;
• Logs and filters various Service Requests for Global Information Services, Building Services and Plant Property Mgmt. and Workspace Requirement group;
• Account administration on various system such as SAP, Domain, Empower, Labware Lims, etc.;
• May be required to perform the duties of Problem coordinator on occasion to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution. This may include Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• Utilizes advanced problem-solving techniques to identify/investigate root causes of issues, resolve directly or determines courses of action; Refers more contentious issues, with recommendations to the next level;
• Responds to more complex and/or unconventional queries and provides policy interpretations, technical and business process advice in their area of technical expertise;
• Takes initiative to provide technical coaching to all team members as required and helps establish a positive team environment built on mutual trust and respect
• Develops and manages working relationships with their internal customers to acquire a sense of their information technology needs and develop a more in-depth Knowledge of their business and deliverables;
• Provides an experienced level of input in the creation and review of technical documentation such as Knowledge Articles and work instructions, and recommends amendments to the I.T. operating process, policies, procedure and technical standards;
• Demonstrates personal leadership attributes incorporating a commitment to ongoing professional development and continuous learning;
• Completes special projects or tasks assigned by Team Leader
• Works in a safe manner collaborating as a team member to achieve all outcomes.
• Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
• Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies. 
• All other relevant duties as assigned.

Job Requirements

Education
• University degree in Computer Science or Post-Secondary education in Computer Science or related field;

Knowledge, Skills and Abilities
• Possess excellent customer services skills
• ITIL foundation, Agile and Scrum knowledge is an asset;
• Self-starter able to work with minimal supervision
• Maintains composure in demanding or stressful situations
• Strong knowledge/experience of the most current released version or its most immediate predecessor of Microsoft Office and related Microsoft Office Automation product, Microsoft Operating Systems (Server & workstation), Microsoft Servers, Security Products, Exchange, VPN, Power Shell and VB scripting etc.)
• Must possess strong analytical and troubleshooting skills & Demonstrated ability to make decisions
• Excellent written and verbal communication skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment
• Abilities to deal/respond positively to complaints, problems and sometimes negative and emotional behaviour from customers;
• Ability to embrace change with positivity and enthusiasm
• Good organizational and time management skills with ability to manage multiple priorities in a fast paced and continuously changing environment.
• Team Player qualities: integrity, accountability, adaptability and motivation

Experience
• 5 + Years’ General customer services experience;
• 3 + years in a technical call centre environment;
• Prior experience in the pharmaceutical or regulated industry is an asset.