Desktop Support Specialist -5

Planet Technology • san diego, ca, us • 2m ago

5-6 months onsite in Sandiego CA

A key member of the global End User Services team, shared responsibility of effectively managing the Service Management queues in accordance with priority and commitment
Together with the global End User Services team, collective responsibility to ensure the efficient support for 1Help team
Professional, well presented and motivated individual providing support to Illumina’s general userbase through various communication channels
Deliver exceptional results by effectively handling one's personal workload and collaborating effectively with the End User Services Team
Adhere to Global Information Services policies and procedures supporting the business through best practices and great customer service
Engage in cross-functional collaboration, working with the wider Global Information Services organization to support the business and organizational changes
Contribute and support communication with other resolver groups in Global Information Services to ensure appropriate action is taken to resolve issues in a timely manner
Maintain an open mindset when it comes to sharing knowledge and offering guidance to both new and existing junior members of the End User Services team
Occasional requirement for after-hours support as needed (Shared burden and low volume expected)

Qualifications:

Bachelor’s degree from an accredited college or university or equivalent work experience
Experience working in an ITIL environment
ServiceNow or other ticketing software experience
Knowledge of Windows, macOS, iOS, and Android operating systems
The ability to multitask, effectively determine priorities and meet SLA’s
Clear and adaptive communication style
Enthusiasm to learn new skills and embrace change
Excellent customer service approach
Experience supporting Company Executives directly (VIP/white glove support)
Creation of support documentation, guides, and manuals
Certifications (some flex here)
CompTIA A+, ITIL 4 Certification

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