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Desktop Support Specialist

2 months ago

San Diego, United States VIA Technical Full time

Our client in the Biotech Industry is seeking two Level 1 Desktop Support Specialists. This is an onsite contract role in San Diego, CA.



Responsibilities:

  • 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 staffing of the 1Help 24x5 call center support service.
  • 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)


Preferred Requirements:

  • Experience working in an ITIL environment
  • Knowledge of Windows, Mac, iOS and Android operating systems
  • Excellent customer service approach
  • Clear and adaptive communication style
  • Initiative & self-management
  • Process development & maturation
  • The ability to multi-task, effectively determine priorities and meet SLA’s
  • Enthusiasm to learn new skills and embrace change
  • Ability to work in a fast-paced environment
  • Experience supporting Company Executives directly
  • Creation of support documentation, guides, and manuals.


Preferred Experience/Education:

Bachelor’s degree from an accredited college or university or equivalent work experience.