5-6 months onsite in Sandiego CA
- 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 support for 1Help team
- 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
- Engage in cross-functional collaboration, working with the wider Global Information Services organization to support the business and organizational changes
- Contribute and support communication with other resolver groups in Global Information Services to ensure appropriate action is taken to resolve issues in a timely manner
- 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)
Qualifications :
- Bachelor’s degree from an accredited college or university or equivalent work experience
- Experience working in an ITIL environment
- ServiceNow or other ticketing software experience
- Knowledge of Windows, macOS, iOS, and Android operating systems
- The ability to multitask, effectively determine priorities and meet SLA’s
- Clear and adaptive communication style
- Enthusiasm to learn new skills and embrace change
- Excellent customer service approach
- Experience supporting Company Executives directly (VIP / white glove support)
- Creation of support documentation, guides, and manuals
- Certifications (some flex here)
- CompTIA A+, ITIL 4 Certification
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