IT 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 #Lifeat Real Chem  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 #Lifeat Real Chem .

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 between our New Jersey office and New York 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 be on site between our New Jersey and New York Offices.
• 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 and company events.

• Maintain ticketing and inventory systems that support end users.
• Help, guide and train our staff and end user base.
• 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 for 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.

• Our Company values –Best Together, Impact-Obsessed, Excellence Expected, Evolve Alwaysand 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.

• 3-5 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 / Co-Work.
• 1st and 2nd line support for 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:…