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Desktop Service Support Specialist

Expired Job

Planet Pharma San Diego , CA 92140

Posted 6 months ago


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


  • A+ Certification

  • Microsoft Certifications (MCP's)

  • Mobile Device Management experience

  • ITIL v3 Foundation

  • Audio Visual user support experience.

Type:Temp/ContractLocation:San Diego, CA

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Desktop Service Support Specialist

Expired Job

Planet Pharma