Deskside Support Analyst
Deskside Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
About This Role:
As a GUSS Deskside Support Specialist in the Information Technology department you will be integral to the seamless operation of our technical support services. Your role encompasses a wide array of responsibilities including onboarding support hardware and software provisioning VIP support and event assistance. Through effective collaboration with regional IT managers and infrastructure teams you will ensure high customer satisfaction and contribute to the continuous improvement of end user productivity tools and technologies. As the cornerstone of our IT Deskside Services you will bring substantial value to the business by maintaining smooth operations minimizing escalations and providing a reliable service experience. Situated within the Global User Support Services function you will have the opportunity to impact our companys technological agility and efficiency.
What Youll Do:
- Provide comprehensive hardware and software support to office fieldremote staff and VIPs including desktops laptops mobile devices and AV systems.
- Perform asset management tasks such as hardware inventories device allocations provisioning and deprovisioning.
- Manage GUSS/Deskside Incident and Request tickets according to defined SLAs and OLAs and address unassigned tickets promptly.
- Serve as a single point of contact for IT infrastructure and GUSS Service matters escalating issues to regional managers as necessary.
- Contribute to the automation and continuous improvement of support processes.
- Setup and support conference room technologies ensuring meeting room service levels are upheld.
- Support Investor Relations and other critical communications involving internal and external stakeholders.
- Oversee mobility Incident and Request ticket management to meet SLA requirements and contribute to service improvement.
- Ensure lab support Incident and Request tickets are managed effectively and lab equipment protocols are followed.
- Maintain appropriate stock levels for equipment and update IT asset management systems for global reporting accuracy.
- Manage equipment deprovisioning processes including data handling and legal compliance.
- Support global and regional IT projects office moves expansions refits and infrastructure room space coordination.
Qualifications :
Who You Are:
You have a knack for technology and a passion for providing exceptional customer service. With your experience in IT support you are adept at resolving technical issues and managing assets with precision. You are a proactive problemsolver who thrives in a dynamic environment and your collaborative spirit makes you a valued team player. Your meticulous attention to detail and ability to prioritize tasks ensure that you deliver consistent and highquality support. You take pride in contributing to a seamless technology experience for all users.
Required Skills:
- High school diploma; MCP/MCDST or equivalent certification.
- ITIL qualification is desirable.
- Minimum of 2 years of experience in Deskside support plus an additional 3 years of general IT experience.
- Strong technical knowledge of hardware software and mobile device management.
- Excellent customer service skills and the ability to communicate effectively with a diverse range of stakeholders.
- Proven ability to manage time effectively and work autonomously.
- Experience with incident and request ticket management systems.
- Familiarity with IT asset management and inventory control.
- Ability to contribute to IT process improvements and automation efforts.
Preferred Skills:
- Advanced troubleshooting skills for a variety of IT issues.
- Experience coordinating IT support for large events and meetings.
- Project management experience particularly relating to IT infrastructure projects.
Additional Information :
Why Biogen
We are a global team with a commitment to excellence and a pioneering spirit. As a midsized biotechnology company we provide the stability and resources of a wellestablished 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 lifechanging 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 EVerify Employer in the United States.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
