Associate Desktop Support Analyst

Position Summary:

The End User Services (EUS) Associate 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 our support service.
• A competent, 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 GIS policies and procedures supporting the business through best practices and great customer service.
• Collaborate with local team members on procurement and stock management procedures.
• Engage in cross-functional collaboration working with the wider GIS organization to support the business.
• Demonstrate a willingness to learn in enabling effective communication with other resolver groups in GIS and ensuring timely resolution of issues through appropriate actions.
• Contribute to the development and upkeep of GIS Knowledge Base documentation.
• 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:

• Knowledge in supporting technologies like Outlook/Email, Intune, Teams, Network & VPN, MFA, UAM, Software & Hardware Asset Management.
• Excellent customer service approach
• Clear and adaptive communication style.
• Knowledge of Windows, Mac, iOS and Android operating systems
• Initiative & self-management
• 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

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.