IT Service Desk Analyst

 — Vaud
25.01.2020Position with re­spon­si­bil­i­ties100%

IT Service Desk Analyst





Building on 30 years of experience in transfusion diagnostics, Quotient is a commercial-stage diagnostics company committed to delivering solutions that reshape the way diagnostics is practiced. MosaiQ , Quotient's proprietary multiplex microarray technology, offers the world's first fully automated, consolidated testing platform, allowing for multiple tests across different modalities. MosaiQ is designed to be a gamechanging solution, which Quotient believes will increase efficiencies, improve clinical practice, deliver significant workflow improvements and operational cost savings to laboratories around the world. Quotient's operations are based in Eysins/Switzerland, Edinburgh/Scotland and Newtown/Pennsylvania.


Quotient is recruiting for an IT Service Desk Analyst to join the IT department team based in Eysins. As an IT Service Desk Analyst, you will offer technical support to assure the highest level of customer satisfaction. A primary focus is to create/utilize automated technology and instrumentation to diagnose, document, and resolve/avoid customer issues. You are expected to be an expert member of the technical problem-solving team, routinely sought after to address complex, critical customer issues.



  • Ensure all tickets are prioritized in order of urgency/impact to the business, allocate tickets to internal teams and follow up to ensure SLA targets are achieved and the escalation process is always followed
  • Ensure timely issue identification, resolution, and escalate high priority and complex issues exceeding

SLA timeframe to appropriate technical support team

  • Deploy and install standard images, software packages, drivers, and operating systems anti-virus and user applications
  • Manage communications to the business from Service Desk announcements in case of major outage
  • Manage all machine builds for new starters and current staff including laptops, desktops and mobile devices.
  • Manage users, groups and permissions through Microsoft Active Directory.
  • Take a keen interest in the Service Improvement roadmap, enhancement opportunities for the Service

Desk team that is consistent and compatible with the global Support orientation

  • Maintain assets, inventory and configuration management database (CMDB). Coordinates activities related asset ordering, shipping, receiving, returns, deployments, audit and compliance
  • Participate in continuous improvement activities, such processes, procedures and tools used in the execution of the daily activities or projects.



  • Bachelor's degree or equivalent in related field
  • Minimum 6 years on a similar role preferably in a regulated manufacturing environment
  • Experience in Software & Hardware installation/configuration and support
  • Experience in working in close collaboration with large variety of teams at all level of the organization
  • Knowledge of TCP/IP networking, and related network services (DNS, SMTP, DHCP), technologies

(Windows OS (8.1 & 10))

  • Excellent analytical and problem-solving abilities, a keen attention to detail, and be highly selfmotivated.
  • Excellent spoken and written English and French.
  • This role could potentially involve on-call agreement at a later stage

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Route de Crassier 13 1262 Eysins



Position with re­spon­si­bil­i­ties, 100%
Route de Crassier 13 1262 Eysins


Job offers:2 jobs
Location:Route de Crassier 13
1262 Eysins

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