Job Description

The Opportunity

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most \xe2\x80\x93 home to hospital, lab to clinic. Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all. POSITION TITLE : IT Service Desk Analyst REPORTS TO : Manager, IT Service Desk DEPARTMENT : IT LOCATION: Singapore
SUMMARY OF POSITION: The IT Service Desk Analyst is responsible for providing first level support for the user community and their respective applications and equipment. They will be the first point of contact for the IT Service Desk, providing remote assistance in resolving Tier I technology support issues when possible and escalating to the appropriate personnel when necessary. Serves as primary support for incoming Service Desk calls, ticket queue monitoring and facilitation, and Service Desk group mailbox monitoring. They will acquire, document and provide detailed information for issues and tasks that require escalation. Will require working knowledge in commonly used IT and business applications. ESSENTIAL FUNCTIONS:

• To receive calls for assistance from QuidelOrtho staff by phone, email or in person and to log, resolve or distribute those calls to the appropriate IT staff.
• Perform remote and in-person support on updates, repairs, configuration and end user training of corporate IT equipment, to include computers, mobile devices, multi-function copiers, telecommunication/collaboration devices and audio/visual technologies.
• Corporate application account administration in compliance with established policies and procedures.
• Create, update and provide feedback on procedures for both IT and our internal customers. These include not only technical but also business processes.
• Carries out duties in compliance with established business policies.
• Primary point of support for providing user updates, follow ups and to properly attend to and assign escalations when needed.

INTERACTIONS: This position interacts with all areas and levels of the company, including consultants, vendors, and external customers. WORK ENVIRONMENT: To handle concurrent requests and multitask. General office environment with some exposure to laboratory and manufacturing areas. PHYSICAL DEMANDS: Ability to lift and move PCs and monitors (<50 lbs), approximately <=10%; majority of time at desk on computer. EDUCATION, SKILLS & EXPERIENCE (indicate if required or preferred): Education and Experience

• Community College, Computer Training Center or equivalent experience.
• Five or more years working in a Technical Support/Service Desk environment.
• A+, Network +, CCNA, MCP, and/or MCSA, desired.
• ITIL Certification a plus
• Proficient with the English/US English language; proficiency in Mandarin a plus, but not required

Knowledge/Skills

• Working knowledge of Windows Operating Systems to include: Windows XP/7/8/10.
• Working knowledge of installation, configuration and troubleshooting of PC hardware components.
• Working knowledge of various Microsoft Windows desktop/server applications such as Microsoft Office 365, Adobe, Okta, & Intune.
• Working knowledge of networking technologies, including TCP/IP, DHCP, WINS, DNS and SMTP.
• Working knowledge of support, administration and troubleshooting of mobile devices.
• Experience with systems administration, including system maintenance, workstation support, internet connectivity, security services and active directory.
• Ability to conform to standard entry ticket entry processes regarding the ticket management system.
• Strong ability to effectively communicate, both orally and written.
• Excellent customer service and interpersonal skills.
• Excellent organizational and follow-up skills with strong attention to detail.
• Strong analytical and problem solving skills.
• Ability to multi-task and work well under pressure.
• This position will work under general supervision with some latitude for independent judgment.
• A high degree of attention to detail coupled with technical ability is required to resolve issues with corporate IS equipment and software while maintaining a high level of customer service.
• Advanced knowledge of ticket escalation practices and ability to follow (and assist with improving/enriching) detailed established processes
• Advanced ability to accurately identify issues necessary for escalation to internal resources, as well as track their status through completion, is also essential to the success of this position.

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY STATEMENT: Quidel is proud to be an Affirmative Action/Equal Opportunity Employer (Minorities/Women/Disabled/ Veterans). We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. #LI-SS1