Job Details
12 months contract onsite
San Diego, CA 92122
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 the Help 24x5 call center support service
- 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
- 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)
Requirements:
- Experience working in an ITIL environment
- Knowledge of Windows, Mac, iOS and Android operating systems
- Excellent customer service approach
- Clear and adaptive communication style
- The ability to multitask, effectively determine priorities and meet SLA s
- Experience supporting Company Executives directly
- Creation of support documentation, guides, and manuals
Skills
- Active Directory
- Customer Service
- ServiceNow ticketing system
- ITIL
- Apple macOS/iOS
- Windows 10/11