Objectives and Deliverables
Handles incidents escalated by the Assistance Front Office (Level 1) related to the User Technical Workplace Environment (incident types concerned: security messaging office tools operating systems printing remote connections smartphones mobile devices etc.; purely business applications are excluded).
Implements corrective actions to ensure the availability of users IT workstations.
Anticipates the changes introduced by technical projects and their impact on support activities.
Provides support to user support agents (technical assistance skills development).
Analyzes and resolves incidents within their area of expertise or escalates them to higher support levels while complying with defined OLA and SLA agreements.
Opens problem records for incident escalation and resolution.
Monitors production incidents.
Documents guidelines and procedures for Front Office (Level 1) technical interventions related to the User Workplace Environment.
Ensures the maintenance of the service knowledge base documenting and capitalizing on selected technical solutions.
Participates in technical project meetings in order to assess impacts on Level 1 and Level 2 support.
Objectifs et livrables
Prend en charge les incidents escaladés par le Front Office de lAssistance (Niveau 1 OR N1 OR L1 OR LEVEL 1) concernant lEnvironnement De Travail technique de lUtilisateur (Typologies dincidents concernées : sécurité messagerie bureautique OS impression connexions à distance smartphone Terminaux mobiles sont exclues : les applications purement métier)
Met en œuvre les actions correctives pour assurer la disponibilité du poste de travail informatique des utilisateurs
Anticipe les changements apportés par les projets techniques sur lassistance
Est support aux assistants utilisateurs (aide technique montée en compétences)
Analyse et résout les incidents reçus qui sont de son domaine de compétences ou escalade aux niveaux supérieurs en respectant les OLA et SLA définis
Ouvertures de problème sur des incidents pour escalade et resolution (Tickets)
Suivi des incidents de production
Documente les consignes et procédures pour les interventions techniques du Front Office (N1) sur lEnvironnement De Travail Utilisateur
Veille au maintien de la base de connaissances du service documente et capitalise sur les solutions techniques retenues
Participe aux réunions projets techniques afin dévaluer les impacts sur lassistance N1 et N2 (Or Niveau 2 or L2 or Level 2)
Technical Skills Required Expertise in statistics and machine learning 7 to 10 years of experience in data science ideally in the healthcare sector Knowledge of regulatory standards (FDA GMP ISO) Excellent written and spoken English Ability to write detailed technical documentation in English Proficiency in R and/or Python Expected Soft Skills Rigor autonomy and strong organizational skills Ability to work in a multicultural and project-based environment Strong interpersonal skills: listening teaching simplification synthesis Service-oriented and scientifically driven mindset Ability to lead and collaborate remotely Flexibility regarding project changes and scheduling constraints Effective in reporting and meeting facilitation
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