Your responsibilities will include but not limited to
- Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
- Effective management of your personal ticket queue.
- Fundamental to advanced troubleshooting for day to day incidents or requests from Illumina End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.
- Basic Mobility Support
- Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
- Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.
- Knowledge Base Usage, Reference and Collective Improvement.
- Timely support of End User Issues or Requests.
- Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).
- Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
- Understanding of various metrics reflecting the group's performance.
- Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
- Narrowing down issue and redirecting issues to SME as and when necessary.
- Report customer feedback and potential improvements.
The following core skills are highly desirable
- At least 2 years experience in the IT industry and Customer Service Role
- At least 2+ years related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
- Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
- Maintains a high degree of professionalism in actions, demeanor and dress.
- Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
- Possess a strong technology background with the ability to execute a task or project to completion.
- Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
- Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
- Excellent teamwork skills and the ability to work unsupervised.
- Demonstrated performance and aptitude consistent with Illumina core values and culture.
- Handles confidential and sensitive matters with tact and diplomacy.
- Understanding of ITIL principles
