Junior - IT Product Support - Service Desk Agent

📋 Description

• Provide L2 application support for ITIL-aligned incidents, requests, changes and questions.
• Triaged, investigated, resolved or escalated issues per eQMS/GAMP5 guidelines across go-lives
• Coordinate with L1 Service Desk, GSC eQMS L2, development, infrastructure and QA teams across time
• Support go-live, hypercare, post-hypercare stabilization and release deployment periods.
• Maintain knowledge articles, troubleshooting notes and incident updates for stakeholders.

🎯 Requirements

• 2-3 years in a Service Desk role; regulated application support experience preferred.
• Strong ITSM mindset; practical experience with BMC Helix ITSM or equivalent.
• Understanding of GAMP5, electronic signatures and controlled documentation practices.
• Good functional knowledge of eQMS (Document Control, Training, Change Management).
• Analytical with attention to detail; clear English communication.
• Desirable: Python, SQL, scripting, monitoring or log-analysis.

🎁 Benefits

• Hybrid work schedule with standard business hours.
• Global cross-functional collaboration and career development opportunities.