Deskside Support Analyst

1 month ago

Jacksonville, Arkansas, United States Biogen Full time

Job Description

About This Role

Responsible for all aspects of IT Deskside Services delivery. Onboarding support, equipment provisioning/deprovisioning, Deskside & VIP support, Meetings/event support, and Mobility management. Coordinating with accountable regional IT managers and Infrastructure global IT teams to deliver effective support for all end user productivity tools and technologies. Provide a service with high customer satisfaction, minimal escalations, and smooth and uninterrupted business operations.

What You'll Do

Global Deskside & VIP Support

  • Provide hardware and software support to office, field-remote staff, and VIPs –includes desktops, laptops, MFDs, mobile devices, AV systems (auditoriums and meeting rooms)
  • Perform asset/mobile device management including hardware asset inventories, device allocations, provisioning, deprovisioning and troubleshooting
  • Ensure GUSS / Deskside Incident and Request tickets are managed to defined SLA's and OLA's. Handle un-assigned tickets and update work information Always a ticket.
  • Act as the single point of contact for relevant IT infra and GUSS Service matters, escalating regional manager (Americas, EMEA, APAC) as required.
  • Contribute to automation and continuous improvement

Meetings & Event Support

  • Setup and support for conference room technologies. Coordinate with global teams to ensure meeting room service levels are maintained.
  • Ensure Deskside MTR Incident and Request tickets are managed to defined SL. Handle un-assigned tickets and update work information.
  • Support Investor Relations and other critical calls that face internal and external stakeholders.

Mobility Management

  • Ensure mobility Incident and Request tickets are managed to SLA's.
  • Contribute to mobility process, testing, and service improvement with regional managers.

Lab Support Services

  • Ensure Lab support Incident and Request tickets are managed to defined SLA's.
  • Ensure Lab equipment disciplines and trainings are met.
  • Coordinate and liaise with specialist third party support providers as required

Equipment Provisioning / Deprovisioning

  • Ensure appropriate stock levels are maintained.
  • Ensure IT asset management systems are updated for accurate global reporting
  • Ensure deprovisioning, data handling, legal hold and disposal processes are managed.

Facility Expansions, Moves & I&O Support:

  • Support delivery of global and regional IT projects. Where no global solutions exist, work with the regional manager and within global guidelines
  • Provide local coordination/logistics/insights to teams responsible for office moves, expansions, refits, and divestiture.
  • Provide local coordination/logistics/insights to teams responsible for IDF/MDF infrastructure room spaces at Biogen facilities.

Qualifications

Required Skills

  • High school diploma and 2+ years' experience in Deskside support.
  • Supporting and troubleshooting issues with PC technologies, peripherals, applications, and networks with minimum supervision.
  • Supporting and troubleshooting mobile devices and applications, including iOS and Android.
  • You have experience working with vendors/3rd party Deskside providers
  • Windows, MS Office , smartphones, and iPads.

Preferred Skills

  • CTS, MCSE or similar
  • MCP/MCDST or equivalent.
  • ITIL qualification desirable

Additional Information

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.

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