What if the work you did every day could impact the lives of people you know? Or all of humanity?At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.
Position Summary:
The End User Services (EUS) Desktop Support Analyst will be a key member of the GIS End User Services function, based out of our India Office reporting to the regional Manager.
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 support service.
- Professional, well-presented and motivated individual providing support to Illumina's VIP's and general userbase through various communication channels.
- Deliver exceptional results by effectively handling one's personal workload and collaborating effectively with the global End User Services Team.
- Adhere to global GIS policies and procedures supporting the business through best practices and great customer service.
- Collaborate with colleagues at local and global levels to facilitate procurement and stock management procedures.
- Engage in cross-functional collaboration working with the wider GIS organization to support the business, projects and organizational changes.
- Contribute and support communication with other resolver groups in GIS to ensure appropriate action is taken to resolve issues in a timely manner.
- The ability to recognize opportunities for enhancing processes and supporting the documentation of GIS Knowledge Base to maintain consistent support practices globally.
- 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))
Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.
Preferred Requirements:
- Experience in supporting technologies like Outlook/Email, Intune, Teams, Network & VPN, MFA, UAM, Software & Hardware Asset Management.
- 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.
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodation for additional tasks and responsibilities.
Preferred Experience/Education:
- Bachelor’s degree from an accredited college or university or equivalent work experience.
- Experience working within an IT organization.
Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.
