Overview
Leica Biosystems – IT Support Analyst
Position Summary: This role will be the primary support person for an eQMS (electronic Quality Management System) platform.
Responsibilities include providing support for existing functionality of the application and resolving all incidents/requests within Service Level Agreements, coordinating tickets escalated to 3rd level support (IQVIA), being responsible for user administration in eQMS, conducting end user training, updating and maintaining eQMS documents, providing UAT support, supporting vendor releases, and ensuring APAC time zone coverage.
Bilingual: English and Mandarin.
Essential Skills / Responsibilities
* 3+ years of IT support experience with strong analytical and troubleshooting skills.
* Experience supporting a Document Management System/Quality Management System/eQMS – Smartsolve experience preferred.
* Experience with a help desk ticketing system – Hornbill preferred.
* Resolve tickets/requests within set SLAs, perform root cause analysis.
* Address user questions related to training and processes.
* Detail oriented with strong documentation experience.
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