Service Desk Analyst

At Real Chemistry, making the world a healthier place isn’t just an aspiration—it’s our everyday reality. Our drive to transform healthcare is informed by our blend of deep scientific expertise, human-centred creativity, and AI-driven insights, fostering a unique environment where innovation thrives and our people are impact-obsessed. As a global agency, we provide a full suite of services across healthcare communications and marketing to our clients, including top players in the pharmaceutical and biotech industries.

Our #LifeatRealChem culture is rooted in our people—we believe we are best together and are committed to excellence for both our clients and colleagues. Whether you're a seasoned professional or just starting your career, if you share our passion for healthcare and connection, we invite you to explore our opportunities.

Discover your purpose. Embrace innovation. Experience #LifeatRealChem.

Real Chemistry is looking for driven, savvy game changers who are ready to dive into the trenches and make an immediate impact! We are currently seeking a Service Desk Analyst based in our NYC office who has an enthusiasm to learn and embrace a career in Information Technology for a global company.  

The role will be working closely with the IT Team and Team Lead for your given region and follow directions from our IT leadership team globally. 

**This role will work onsite in our New York City office with some Travel to NJ & Boston office (Full-time / Monday-Friday). 

ROLE-SPECIFIC REQUIREMENTS

• This role will be onsite in our New York Office.
• Experience working on-site within an IT Team ranging from Junior staff to Senior and working with all levels of staff and leadership.
• On-site IT/Desk Side Support.
• Expected to help globally with all IT support when able to, including remote support.
• Able to work well under pressure and deal with all angles of support at all levels, for example, walk ups, service desk, chat, and phone, including meeting rooms setups for internal and client meetings along with town halls.

JOB RESPONSIBILITIES

• Maintain ticketing and inventory systems that support end users. 
• Help, guide and mentor staff passing down skillset and performing training.
• Support and enforce security, policies, and procedures. 
• Support and follow our IT Asset Management processes and procedures. 
• Onboarding and offboarding end users along with onboarding training as required. 
• Maintain knowledge of current technology, equipment, services, and standards for IT.  
• Respond to telephone calls, emails, support tickets, or in-person requests for technical support. 
• Help with technical support to the Real Chemistry end users including all levels within reasonable working times and days based on the needs of the worldwide offices. 
• Remote and onsite support of technologies and computer systems. 
• Based in a company office to interact with upper-level management on an in-person as well as be present to answer all IT department requests from IT staff/Direction of IT leadership. 
• Ability to set up and support conference rooms using apps and technology such as Zoom Rooms, Microsoft Teams Rooms, Logitech Meet Up, etc. 

This position is a perfect fit for you if: 

• ​Our Company values – Best Together, Impact-Obsessed, Excellence Expected, Evolve Always and Accountability with an “I” – really speak to you. 
• You are adaptable, resilient, and OK with adjusting your scope, responsibilities, and focus as we grow. When things change, so do we. We’re always evolving. 
• You are proactive, driven, and resourceful with strong prioritization skills and a desire to dive into the data. 
• You are highly organized self-starter, able to work independently and under tight deadlines. 

REQUIRED SKILLS AND QUALIFICATIONS

• 5-7 years’ experience in a Service Desk role. 
• Completed an IT practitioners’ course/certifications or equivalent / proven track record and experience. 
• Comfortable with AI technology such as Microsoft Co-Pilot.
• 1st and 2nd line support to the business. 
• Good technical knowledge that accompanies excellent customer service. 
• Ability to communicate technical concepts to technical and non-technical audiences. 
• Able to work well under pressure and deal with all angles of support at all levels (Examples: walk- ups, service desk, chat, and phone.) 
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Has a wide range of experience and applies sound judgement to resolve complex issues in creative and effective ways.  
• Ability to manage multiple concurrent issues. 
• Manage, maintain, and add to our evolving KB’s/Solutions 
• Demonstrated aptitude for learning new technologies. 
• Team Player and able to work on own initiative. 
• Experience in the following technologies/products: 
  • Apple MAC OSX all versions. 
  • Windows 11 operating systems. 
  • iOS-based devices. 
  • Android based devices. 
  • Microsoft Active Directory services / Microsoft Azure / Intune. 
  • Microsoft Office 365 technologies. 
  • Box, Dropbox, Google Drive, Microsoft OneDrive. 
  • (SSO) Single Sign On Technologies such as Okta. 
  • Conference room set up’s using Zoom, Microsoft Teams, and other technologies. 
  • Experience working on a global service desk. 
  • Prioritization of work. 
  • IT Asset Management systems. 
  • Experience deploying and supporting iOS devices and Android devices. 
  • Experience supporting and using helpdesk/service desk systems such as Freshservice, Service Now. 
  • Advantageous: 
    • CompTIA A+, N+, S+ 
    • Microsoft MD100, 101, 102 
    • Microsoft Azure Fundamentals AZ-900 
    • JAMF 100, 200, 300 

Pay Range: $70,000 - $80,000

This is the pay range the Company believes it will pay for this position at the time of this posting.  Consistent with applicable law, compensation will be determined based on job-related, non-discriminatory factors including but not limited to work experience, skills, certifications, and geographical location. The Company reserves the right to modify this pay range at any time.  

Real Chemistry is proud to be Great Place to Work® certified; check out what our people shared about our culture and workplace on our Great Places to Work Profile here.

We believe we can do our best when feeling our best, which is why we’ve put together a benefits program designed to give you the support you and your family need at every stage of life. Real Chemistry offers a comprehensive benefit program and perks, tailored to your region. Globally, this includes offices in our key markets with free snacks to keep you running all day long, generous holiday and paid time off, options for private medical, dental, and vison plans, and support in saving for the future. Other perks include mental wellness coaching and support and access to more than 13,000 online classes with LinkedIn Learning.  Learn more about our great benefits and perks and search specific offerings in your region at: www.realchemistrybenefits.com.

Working with Real HART: Since the pandemic, we have adapted to how our people told us they want to work. We have office locations in cities in the US, UK, and Europe with many employees and clients that serve as hubs where and when they need us. For employees who are within an hour of one of our offices, we expect attendance in the office two days per week, either at a Real Chemistry office or onsite with clients. We are also actively opening new office locations, so if one opens near you, our Real HART policy will apply. We are not looking for attendance for the sake of attendance but believe that the opportunity to coordinate in-office team meetings, 1:1 meetings with managers, taking advantage of on-site learning, and connecting with client partners is a critical to delivering on our purpose of making healthcare what it should be. Outside of these offices, we have regions, where people work remotely but come together quarterly for collaboration, culture and learning opportunities. We call this our Real Hybrid and Regional Teams (Real HART) approach. Real Chemistry believes we are best together – and our workplace strategy fosters connection and collaboration in person – but also supports flexibility for our people.

Real Chemistry is an Equal Opportunity employer. We continually strive to build and sustain an inclusive and equitable work environment where our employees feel empowered to leverage all they bring from their personal lived experience and professional expertise, to make our team the best in the industry. We encourage motivated and qualified applicants to apply without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity/expression, ethnic or national origin, age, physical or mental disability, genetic information, marital information, or any other characteristic protected by federal, state, or local employment discrimination laws where Real Chemistry operates. Should you require accommodations throughout the interview process please let your recruiter know.

*Notice: Real Chemistry and its affiliates' names are being misused by scammers through messaging services, fake websites, and apps. Do not share personal or financial information or make payments to any unverified sources claiming to be connected to Real Chemistry. We are working to stop these unauthorized activities and protect our community. Read more here.