Junior IT Product Support – Service Desk Agent

About the role

The IT Product Support – Service Desk Agent provides reliable L2 application support for Eurofins' eQMS platform, handling incidents, service requests, standard changes and operational questions. The role covers normal operations as well as go‑live hyper‑care, post‑hyper‑care stabilization and release deployment periods.

Key responsibilities

• Monitor the Global L2 eQMS assignment group, triage, categorize and prioritize tickets in BMC Helix ITSM.
• Investigate and resolve issues related to Document Control, Training, Change Management, scheduler, synchronization, client signatures and reporting exports.
• Support go‑live, hyper‑care and post‑hyper‑care activities for new lab/site deployments, including data migration and configuration queries.
• Coordinate with 3rd‑level support, development, infrastructure, QA/validation and functional SMEs for escalations.
• Maintain knowledge articles, troubleshooting notes and recurring‑issue trackers to improve first‑contact resolution.

Required profile

• 2‑3 years of Service Desk experience, preferably with regulated application support.
• Strong IT Service Management mindset covering incident, request, change and escalation handling.
• Understanding of GAMP5 principles, electronic signatures and controlled documentation practices.

Required skills

• BMC Helix ITSM (or equivalent ticketing tool).
• Python (advantageous).
• SQL (advantageous).