IT Support Analyst

Job Introduction

We are looking for:

A proactive and technically skilled IT Support Analyst to join our dynamic IT team, providing advanced technical support across Pharmaron’s UK sites. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering high-quality IT services.

At Pharmaron we offer:

• Vibrant and dynamic employment – we are a highly specialised, growth company operating in a critical sector of the economy – our future is strong and exciting!
• Opportunities to develop your skills and yourself – our rapid growth brings greater opportunities for you to learn and grow faster!
• A great team where we all support each other – enjoy your work – after all, you spend about a third of your time here!
  
  
  

Requirements:

• Proven experience in IT support, ideally in a Level 2 or advanced Level 1 role.
• Strong troubleshooting skills and the ability to resolve complex technical issues independently.
• Familiarity with ITIL practices and service desk operations.
• Excellent communication and documentation skills.
• Ability to mentor junior team members and contribute to knowledge sharing.
• Willingness to travel to other UK sites and work outside normal business hours when required.
• Understanding of ISO standards, security awareness, and audit preparation is desirable.
• Experience supporting Office 365, infrastructure projects, and vendor-led changes is a plus.
  
  
  

Key Roles and Responsibilities:

• Resolve high-priority and complex support cases, acting as a bridge between Level 1 and escalation teams.
• Classify, prioritise, and triage support tickets effectively.
• Coordinate with remote teams and escalate issues when necessary.
• Maintain and improve internal documentation and Knowledge Base content.
• Lead problem resolution and support project delivery.
• Mentor junior technicians and promote technical knowledge sharing.
• Ensure documentation accuracy and audit-readiness.
• Contribute to disaster recovery testing, security initiatives, and service improvement.
• Support junior team members and fulfil Level 1 duties when needed.
• Participate in audits, training delivery, and proactive service development.
  
  
  

Our Company: “We are a dynamic, fast-growing company, with an enviable reputation for leading-edge science, offering contract research services to some of the world’s leading pharmaceutical companies, solving what were believed to be unsolvable scientific challenges”.

We believe in our ability to relentlessly push forward the boundaries of scientific excellence, delivering solutions for our clients, always operating ethically and with integrity. We take pride in our professionalism and commitment to always deliver our very best work.

Pharmaron acquired the Hoddesdon campus, consisting of several purpose-built scientific and administrative buildings together with a purpose-built conference area in February 2017. The research building has more than 5,000m2 of premier R&D space and houses an established Process Chemistry, Analytical Chemistry and Drug Discovery teams. In addition, a Formulation Development team was also recently established. The Hoddesdon site has state-of-the-art Good Manufacturing Practice (GMP) standard facilities for the development of Active Pharmaceutical Ingredients (API), Formulation Development (FD) and Process Chemistry (PC).

• We offer a competitive salary and a progressive and comprehensive suite of employee benefits.
• We offer state of the art working environment on-site.
• We offer the opportunity for growth and development and will support funding for relevant training and development programmes.
  
  
  

Why Should You Apply?

• This is an opportunity for you as a IT Support Analyst to make a real impact in a highly scientific and regulated environment and demonstrate leadership, ambition and the desire to grow with the department.
• Build and shape your career in an environment that sets and commits to the highest standards.
• To be part of a team who supports each other, embraces and solves technical challenges and put excellence at the heart of all that we do.
  
  
  

Pharmaron is a premier R&D service company supporting the life sciences industry. Founded in 2004, Pharmaron has invested in its people and facilities having established diverse drug R&D service capabilities, ranging from synthetic, medicinal, and analytical chemistry, biology, DMPK, pharmacology, drug safety assessment, radiochemistry and isotopically labelled metabolism, chemical & pharmaceutical development to clinical development. With operations in China, US and UK staffed by over 21,000 employees, Pharmaron has an excellent track record in the delivery of R&D solutions to its partners in North America, Europe, Japan