Sr Service Desk Eng

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 futureThere 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 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