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Job Description Summary:

Provides day-to-day technical support to employees for internal computer systems and software. Supports PTC's user base via phone, email, chat, walk in and self-service for incidents and service requests in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Manages the Service Desk ticket queue with an initial triage of tickets and if unable to resolve the issue on first contact, escalates a high-quality ticket to second and third level support teams. The Senior Analyst, End User Services supports adherence to relevant regulatory requirements and company Standard Operating Procedures (SOPs) as appropriate.
.Job Description:

ESSENTIAL FUNCTIONS

Primary duties/responsibilities:

• Responds to queries over the phone, email, self-service, walk in and remotely.
• Service Desk ticket queue manager.
• Categorize and prioritize incidents.
• Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
• Performs basic software installation processes and software troubleshooting via remote control tools.
• Follows standard operating processes for routine situations and asks for guidance in new or unusual situations.
• Performs effective incident escalation to level 2 and 3 groups when necessary.
• Assists in the setup and support of teleconference and A/V needs for PTC clients.
• Follows standard operating processes and best practices for all service and incident situations.
• Keeps clients informed of outages and statuses; provide and recommend alternative connectivity methods during outages.
• Responsible for project participation including system upgrades, service improvement initiatives and service requests.
• Creates Knowledgebase documentation in conjunction with project participation.
• Responsible for learning and utilizing new services and products or changes to existing services and products.
• Image and set up machines as part of PTC's onboarding process.
• Performs periodic ticket reviews to see what should be resolved within the Service Desk and what should be escalated to other OTY groups.

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
• Complete understanding of ITIL best practices.
• Comfortable working within a team, but able to work independently.
• Excellent phone skills.
• Intuitive about escalating issues to keep the resolution process moving at an acceptable rate.
• Customer service oriented.
• Windows 7, 10 and 11.
• Apple Mac
• Knowledge of mobile phones and tablets
• Active Directory.
• MS Teams and Office 365.
• Experience using Service Now trouble tracking system.
• Pays close Attention to detail.

* Minimum level of education and years of relevant work experience.

• A minimum of 5 years of related experience.

* Special knowledge or skills needed and/or licenses or certificates required.

• Excellent planning, organization and time management skills including the ability to support and prioritize multiple projects.
• A+ Certification Preferred

* Travel requirements

• 5% Local travel

*Physical requirements

• Mainly office work
• Ability to lift at least 60lbs occasionally will be required.
• Occasionally lift boxes
• Occasionally crawl under desks

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EEO Statement:

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PTC Therapeutics is an equal opportunity employer. We welcome applications from all individuals, regardless of race, color, national origin, gender, age, physical characteristics, social origin, disability, religion, family status, p regnancy, sexual orientation, gender identity, gender expression, disability, veteran status or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.