Job Description

The Digital Support 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.

Responsibilities and Accountabilities:

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.

Collaboration:

Work closely with other digital engineers, IT teams, and other stakeholders to understand needs and develop appropriate solutions.

Testing and Quality Assurance:

Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards.

Documentation:

Maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals.

Support and Maintenance:

Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arise.

Technical Support

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.



Assist in the deployment and configuration of new hardware and software.

Incident and Request Management

Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.



Escalate complex issues to higher-level support teams as necessary.



Ensure timely resolution of issues to meet service level agreements (SLAs).

Documentation and Reporting

Maintain and update documentation for common issues and solutions.



Generate and analyze reports on service desk performance and metrics.

Customer Service

Provide excellent customer service and maintain high levels of user satisfaction.



Provide training and guidance to end-users on IT best practices and tools.

Collaboration and Continuous Improvement

Collaborate with other IT teams to ensure seamless support and service delivery.



Participate in continuous improvement initiatives to enhance service desk processes.



Participate in IT projects and initiatives as needed.

Compliance and Asset Management

Conduct regular audits of IT assets and inventory management.



Ensure compliance with IT policies and procedures.



Contribute to the development and implementation of disaster recovery plans.

Professional Development

Stay updated with the latest technology trends and advancements.

Required Qualifications:

High school diploma or equivalent experience.

Minimum of 5 years of experience in a technical support or service desk role.

Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.

Strong knowledge of IT asset management (ITAM)

Excellent customer service and relationship management skills.

Demonstrates initiative and flexibility.

Proficiency in incident, problem and service request management.

Excellent communication and interpersonal skills.

Ability to diagnose and resolve technical issues efficiently.

Ability to work under pressure and manage multiple tasks effectively.

Accustomed to operating in a KPI driven environment

Preferred Qualifications:

Associate's or bachelors degree in Information Technology, Computer Science or a related field

More than 5 years of experience in a technical support or service desk role.

Advanced knowledge of network protocols, cybersecurity principles and cloud services.

Proven ability to handle high-pressure situations and manage multiple tasks simultaneously

Previous experience of working in cGMP environment

Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root-cause analysis

Experience with service management tools (e.g., ServiceNow).

Familiarity with Microsoft products (e.g., Teams , OneDrive, M365, Server Operating systems, Azure, InTune, AutoPilot, etc).

Knowledge of machine learning and artificial intelligence.

Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc

Working Environment

Astellas' Global Capability Centres - Overview

Astellas' Global Capability Centres (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico.


The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands.


Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company's strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.



Category TechX



Astellas is committed to equality of opportunity in all aspects of employment.



EOE including Disability/Protected Veterans