Desktop Support Specialist

1 month ago


San Diego, United States Planet Technology Full time

12 months contract onsite

San Diego, CA 92122


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 Help 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
  • 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)

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
  • The ability to multitask, effectively determine priorities and meet SLA’s
  • Experience supporting Company Executives directly
  • Creation of support documentation, guides, and manuals


Skills

  • Active Directory
  • Customer Service
  • ServiceNow ticketing system
  • ITIL
  • Apple macOS/iOS
  • Windows 10/11



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