Title:  Sr Service Desk Eng ,D&T, Mfg Ntw DS

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?  

There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.  

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  

Job Summary:

As part of the West Global ServiceDesk, the job holder should provide professional IT support and service to the global West user community. The West Global ServiceDesk will operate 24 / 7 with a rotating shift model. Scope of the services include but not limited to application, workplace, phone, print, storage, communication and collaboration services. The West Global ServiceDesk shall work closely together with the local Site Support team along with the global technology, support and service teams like SAP application, Infrastructure and Cybersecurity teams.

Essential Duties and Responsibilities:

•    Requires in-depth knowledge and experience on Compute, Network, and MS teams
•    Able to work independently to solve complex issues and work under pressure and tight timeline
•    To provide day to day technical support to end users at global level
•    Utilize Jira ticketing system for user reported issues and be able to address to the issues quickly on a daily routine basis
•    Create, maintain, and distribute reports of progress to management whenever needed
•    Call log to supporting vendor and coordinate with the service vendor for service-related issues
•    Follow through with vendors for Preventive Maintenance (PM) activities, quotes and be able to coordinate with internal teams for IT support requirements
•    Routine check on IT Hardware Inventory. Ensure network printers are functioning during business hours.
•    Setup and configure domain account, outlook profile for new users and existing users (when needed).
•    Setup and maintain desktops, laptops and printer environment according to IT standards.
•    Check to ensure that IT – Hardware (including AV devices), software and network devices are functioning well when the business needs to use these devices.
•    To perform regular checks on critical services status for advanced diagnosis on hardware, peripherals and applications.
•    To take corrective actions necessary to fix problems that affect the information system to ensure good business running of the organization.

Education and Experience:
•    5-8 years of related work experience 
•    Degree in Computer Application/Science

Knowledge, Skills and Abilities:

•    Windows, Linux and MAC OS administration
•    Microsoft office 365, Teams
•    Active Directory and Server Administration
•    DNS, DHCP
•    CISCO AMP Antivirus
•    Network printer
•    VMware, Hyper-V and ZPA (Zscaler private access) desirable

Physical and Travel Requirements
•    Willing to work from 12:00pm to 9:00pm shift
•    Occasional on-call work required
•    Should be flexible to work during AP/ US/EU time zones. Willingness to work outside of these hours as needed.

West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.Accommodation@westpharma.com.  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.