IT Desktop Support Technician - 12 Month FTC

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Merck Group is hiring an IT Desktop Support Technician in Glasgow on a 12 Month FTC to provide 2nd and 3rd line incident management, on-site and remote support across Scotland, plus onboarding, integrations, asset and license management, and end-user training, while collaborating with global teams and keeping service knowledge up to date. The ideal candidate has previous IT experience in a customer facing role and strong skills with Windows desktops, Microsoft 365 apps, and mobile devices managed by Intune and SOTI, with proven troubleshooting and escalation ability and a track record of building partnerships. Nice to have: Windows certs or CompTIA A+, SCCM, ITIL, manufacturing or lab experience, and willingness to travel to Stirling monthly. How to apply: tailor your CV to highlight incident management and cross-location collaboration, quantify outcomes, and include a concise cover note tying your experience to Merck’s mission to spark discovery and elevate humanity.

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Your role:
We have an exciting opportunity for an IT Desktop Support Technician to join our team in Glasgow on a 12 Month Fixed Term Contract. In this role, you will be working as part of the local IT team providing 2nd and 3rd line support for incident management, both on-site & remotely, across all our locations in Scotland.

Key responsibilities include:

• Supporting onboarding and transfer requests.
• Providing support for integration activities.
• Collaborating with global teams to resolve complex and advanced IT issues.
• Supporting all services related to Lifecycle Management, Asset Management, License Management, and User Access Management for end-user software and hardware.
• Delivering a positive, supportive experience to customers and colleagues.
• Maintaining up-to-date knowledge of service offerings across all IT units (including training offerings and available resources).
• Coordinating uninterrupted IT support and communicating ongoing strategy and execution with colleagues.
• Providing end-user training, advice, and guidance on IT systems and processes.

Who you are:

• Previous IT experience in a customer-facing role.
• Experience supporting Windows laptops/desktops, Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive), and mobile devices (iPhones, iPads), including working with MDM solutions such as Intune and SOTI.
• Proven experience handling enquiries, troubleshooting and escalations, and building partnerships with key customers for Infrastructure and End User Support.

Nice to have:

• Microsoft Windows Desktop certification(s) or CompTIA A+; experience with Microsoft SCCM; ITIL certification.
• Experience with technical documentation and knowledge management.
• Understanding of security and quality standards.
• Experience with innovation initiatives (e.g., process improvements, pilots, PoCs).
• Experience providing IT support in a manufacturing or laboratory environment.
• Experience working in a validated environment with specialist systems.
• Flexibility to travel within the country to Stirling approximately once per month (driving licence preferred).

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!