Student Assistant - IT

Job description

The IT Service Desk Student Assistant provides frontline support to AGC Biologics employees, contractors, and consultants. Working closely with the IT Service Desk team, the student assistant supports daily IT operations, helps resolve end-user issues, assists with IT equipment management, and contributes to delivering a high-quality IT support experience. This position offers hands-on experience within enterprise IT operations, IT Service Management (ITSM), Microsoft 365, endpoint support, and ServiceNow while supporting a global organization operating in a regulated life sciences environment. End User Support Provide first-line IT support to employees via walk-up support, phone, email, Teams, and ServiceNow. Troubleshoot common hardware, software, Microsoft 365, and access-related issues. Assist with incident and service request fulfillment in accordance with IT Service Desk procedures. Escalate issues to relevant support teams when required. Device & Asset Management Prepare, deploy, collect, and inventory laptops, mobile devices, and peripherals. Assist with hardware refresh activities and equipment lifecycle management. Support IT asset inventory audits and stock management. Ensure accurate documentation and asset records are maintained. Employee Onboarding & Offboarding Support new hire onboarding activities. Assist with workstation setup, equipment preparation, and user guidance. Support employee offboarding and equipment recovery processes. Service Management & Documentation Update tickets with accurate work notes and resolution details. Maintain knowledge articles, user guides, and support documentation. Monitor ticket queues and assist in ensuring service level targets are achieved. Support reporting and data quality efforts within ServiceNow. Collaboration & Continuous Improvement Collaborate with local and global IT teams. Identify opportunities to improve support processes and user experience. Participate in IT projects and technology deployments as assigned. Promote excellent customer service and professional communication standards. Who We Are AGC Biologics is a global Contract Development and Manufacturing Organization with a strong presence in Denmark. From our Søborg site, we develop and manufacture life‑changing advanced biologics for some of the world’s most innovative pharmaceutical companies. Together with our team members across Europe, the U.S., and Japan, we deliver development and manufacturing of mammalian and microbial-based therapeutic proteins, plasmid DNA (pDNA), messenger RNA (mRNA), viral vectors, and genetically engineered cells therapies. Across our global network, we are united by one mission: To work side by side with our customers in order to improve patients’ lives by bringing new biopharmaceuticals to market.