Your responsibilities will include but are not limited to;
Maintain a collaborative, customer-focused attitude that creates an exceptional environment for end users and team members
Collective responsibility with the rest of the global support team to ensure Service Management ticket queues are effectively managed based on priority & commitment.
Collective responsibility with the rest of the global support team to ensure the 1Help 245 telephone systems are effectively manned.
Effective management of your personal ticket queue.
Timely, professional support communications with end users throughout the lifecycle of their support needs.
Effective management of hardware and software distributed to employees.
Perform fundamental to advanced troubleshooting for day to day incident requests from Illumina End Users.
Continuous observation of internal support provisions, providing feedback for opportunities of improvement.
Ability to process detailed information and apply data to decisions.
Ability and willingness to focus on customer needs while managing department costs.
Maintain quality standards while pursuing continuous improvement.
Ability to detect problems, recognize important information, trace potential causes, and look for relevant details.
Ability to perform under pressure and in adversity.
First 3 Month Job Expectations:
Learn the companies core support processes and procedures
Successfully manage assigned tickets, tasks, and project activities towards appropriate and timely completion
Develop a close working relationship with our team members locally and globally
At least 4+ years' experience in the IT industry
At least 4+ years in a customer service role
The following core skills are highly desirable;
Excellent customer service approach
Collaborative approach to teamwork
Clear and Adaptive Communication style
Initiative & self-management
Process development & maturation
Microsoft Certifications (MCP's)
Mobile Device Management experience
ITIL v3 Foundation
Audio Visual user support experience.
Type:Temp/ContractLocation:San Diego, CA