EMEA Service Desk Analyst

Location: Pencoed

Time Type: Full time

Job Requisition : R0016774

Quidel Ortho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world‑leading in vitro diagnostics company with award‑winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

As we continue to strengthen our Information Technology team, we are now actively recruiting for an EMEA Service Desk Analyst to join the team. This is a permanent job opportunity, based at our state‑of‑the‑art manufacturing facility in Pencoed.

Your new role:

As the EMEA Service Desk Analyst you will interface with a varied population of end users, including those within Operations, Supporting Functions, and Commercial. These individuals may be office based or home based. You will also support the Service Delivery Lead and his direct reports with computers linked to manufacturing operations as well as the general IT end‑user population in Pencoed, including VIPs, and occasionally provide advice and support to end users at other Quidel Ortho offices in EMEA.

• Device Deployment:
  Install and configure new PCs, laptops, monitors, and peripherals across the organization.
• Imaging & Software Installation:
  Use deployment tools (e.g., SCCM, Intune, MDT) to image devices and install the required software and updates.
• Data Migration:
  Back up and transfer user data and settings from old machines to new systems.
• Hardware Setup:
  Connect devices to the network, configure printers, and ensure peripherals are working.
• Asset Management:
  Tag and log equipment into inventory systems and decommission or recycle old hardware appropriately.
• User Support & Training:
  Provide basic guidance or technical support to end users during or after rollout to ensure a smooth transition.
• Documentation:
  Record installation processes, issues encountered, and resolutions for tracking and auditing purposes.
• Compliance & Security:
  Ensure all work follows company policies, security protocols, and, in some industries like pharmaceuticals, GxP or GMP requirements.
• Global Service Desk:
  Comfortable handling inbound support calls and providing coverage for the global service desk.

• Experience in IT Hardware Installation – Proven ability to deploy desktops, laptops, monitors, and peripherals.
• Knowledge of Windows Operating Systems – Installation, configuration, and basic troubleshooting of Windows 10/11.
• Understanding of Microsoft 365 Applications – Basic setup and support for Outlook, Teams, Word, Excel, etc.
• Basic Networking Knowledge – Ability to connect devices to networks, troubleshoot connectivity issues, and understand IP addressing.
• Use of Imaging/Deployment Tools – Experience with tools like SCCM, Intune, or equivalent for device imaging and configuration.
• Problem‑Solving Skills – Ability to quickly identify and resolve common hardware and software issues.
• Strong Communication Skills – Clear and professional interaction with end users and team members.
• Ability to Follow Technical Documentation – Comfort with checklists, guides, and standard operating procedures.
• Physical Readiness – Able to lift equipment, work in various office environments, and move between locations if needed.
• Time Management – Punctual, organised, and able to meet rollout deadlines.

• Experience with Enterprise Deployment Tools – Familiarity with SCCM, Intune, Autopilot, or similar platforms.
• Advanced Troubleshooting Abilities – Comfort diagnosing and resolving more complex system or hardware issues.
• Experience with Active Directory – User…