Informacje o stanowisku

responsibilities :

• Purpose & Scope
• The Digital Support/Operations Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy.
• Role and Responsibilities
• Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.
• Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.
• Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future
• Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.
• Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.
• Continue: Role and Responsibilities
• Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Assist with user account management, including password resets and access permissions.
• Perform routine system maintenance and updates.
• Monitor system alerts and proactively address potential issues.
• Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.

• High school diploma or equivalent experience.
• Substantial years of experience in a technical support or service desk role.
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Excellent customer service and relationship management skills.
• Demonstrates initiative and flexibility.
• Proficiency in incidents, problem and service request management.
• Fluent in French or German, with excellent English proficiency, complemented by strong communication and interpersonal skills.

• Global collaboration: Become part of a connected global business of like-minded life science leaders, all dedicated to improving patients lives worldwide.
• Real-world patient impact: Contribute to transformative therapies that reach patients around the world, knowing your work makes a difference every day.
• Relentless Innovation: Join a company at the forefront of scientific breakthroughs, where youll have the opportunity to shape the future of healthcare.
• A Culture of Growth: Chart your own course within a supportive environment that values your contributions, champions your development, and empowers you to pursue your passions.

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