Service Desk Administrator

The Tech Group, A division of West Pharmeceutical Services, is a global leader in injection molding offering contract manufacturing solutions for the medical and consumer industries. Our aggressive and continual investment in technology is our commitment to reduce the time and cost of each and every phase of new product development. From design conceptualization to scale-up in support of full commercialization, The Tech Group has the experience and reputation of providing a significant and sustainable competitive advantage.

JOB PROFILE:
This position includes responsibility for ensuring consistent and optimized delivery of desktop PC service levels, including levels 1 and 2 support of end-user workstations and peripherals.  The position holds primary responsibility for the centralized corporate IS Help Desk with an objective to reduce recurring incidents and desktop visits.  All incoming IS related incidents must be logged, tracked and resolved in a timely fashion.  Incidents requiring Level 3 support to resolve must be escalated to the proper subject matter experts.  On-going orientation, training and development of remote IS Site Representatives is required to assist with problem resolution.  Daily Data Center operations duties must be performed, including the administration of tape backups and other various tasks.  All IS departmental purchasing and assigned administrative duties are to be performed in this role.  Complying with all departmental and company Standard Operating Procedures and Quality initiatives is mandatory.  Development and maintenance of a knowledge-base and problem management database are also required.

ESSENTIAL FUNCTIONS
1. Ensure that Level 1 and 2 issues experienced by end-users are handled in a  manner that is both high quality and aligned with business requirements.  Escalate issues to Level 3 support, or outside vendors when required.

2.Maintain and develop standard procedures to handle incidents and perform root-cause analysis on recurring problems.

3.Coordinate personnel resources such as IS Site Representatives to perform Level 1 tasks and incident resolution.  Mentor and manage IS Site Representatives allowing them to perform level 1 tasks and procedures independently as they are assigned.

4.Provide orientation and training, as needed, to IS Site Representatives on basic IS troubleshooting skills.

5.Develop and maintain standard corporate Desktop and Notebook OS images.  Monitor for compliance in business units.

6.Process all Computer Access Setup and Termination (CAST) forms, including voice setup.

7.Maintain, test, and enforce corporate-wide hardware and software standards.

8.Focus on Service Level Assurance.  Sustain adequate consistency, predictability and stability of all desktop systems and services supported by the Information Technology Shared Services organization.

9.Perform IS Department purchasing and administrative duties, including P.O.’s, Receivers, ordering and tracking, processing of receivers/shippers, invoice reconciliation, and other duties as assigned. Coordinate centralized procurement of hardware, software, and services where appropriate.

10.Coordinate and interact with service providers and equipment vendors as necessary regarding systems maintenance and upgrades and to ensure Service Level integrity.

11.Perform routine Data Center operations duties, including backup tape staging, tape logging and reporting, boxing tapes for off-site rotation as well as unboxing and storing returned tapes.

12.Comply with all IS Department and Company SOP’s and Quality initiatives, including FDA cGMP, ISO9000 and ITIL requirements.

13.Develop supporting documentation, including diagrams, Standard Operating Procedures, and work instructions as assigned.

14.Maintain IS Department website as required.

15.Develop and maintain a knowledge-base containing work-arounds and problem fixes to enhance and expedite the ITIL compliant Problem Management process.
 16.Proactively contribute to the development of a firm foundation for desktop support processes with future scalability in mind.

17.Perform after hours support duties to sustain systems and service levels – 24/7/365.

18.Adhere to change control procedures when implementing changes to the production environment.

19.All interactions, work flow, productivity levels and quality standards are implemented with a “Customer Service” approach to both the internal and external customers.

20.Travel both domestically and internationally as required.

 

MINIMUM QUALIFIACTIONS 
Bachelor’s Degree in Business, IT or related field preferred.

Minimum 5 years administration of desktop environments and workstations, preferably in a multi-site environment.

Experience in the following required:  Microsoft Windows XP/2000 Workstation and Server, Microsoft Office Suite, Ethernet switches, drive imaging utilities, basic phone system moves/adds/changes, system patch deployment, and anti-virus practices.

A proven professional with excellent interpersonal, written, verbal, presentation and time management skills.

Strong team player.

Ability to deal with ambiguity and make educated decisions regarding technical and interpersonal issues even when all facts are not known.

Microsoft Exchange, Microsoft SQL, VMware ESX knowledge preferred.

Microsoft and other certifications are beneficial.