Senior Desktop Support Analyst

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary:

The End User Services (EUS) Senior Desktop Support Analyst will be a key member of the GIS End User Services function, based out of our Japan Tokyo 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.
• Ensures established Service Level Agreements (SLAs) are met or exceeded specific to response and resolution times.
• Together with the global End User Services team, collective responsibility to ensure the efficient staffing of the 1Help 24x5 call center support service.
• Highly professional, well presented and motivated individual providing support to Illumina’s VIP’s and general userbase through various communication channels.
• Deliver exceptional results by effectively handling one's personal workload, fostering effective collaboration with the End User Services Team.
• On occasions there would be a requirement to serve as the escalation point of contact in the Service Desk function for complex technical issues, ensuring good communication and prompt resolution.
• Adhere to global GIS policies and procedures supporting the business through best practices and great customer service. Active use of ServiceNow reports to highlight areas of risk and improvement.
• Collaborate with colleagues at local and global levels to facilitate procurement and stock management procedures.
• Maintain a high level of collaboration with cross-functional teams across the organization to offer support for business initiatives, projects, and organizational changes.
• Play a key role in effectively communicating with other resolver groups in GIS, collaborating in efforts to ensure prompt and efficient actions are taken to address and resolve issue in a timely manner.
• Identify and collaborate on the development of training materials, user guides, and documentation. Provide support training sessions, workshops aimed at enhancing user knowledge and productivity.
• Actively participate in mentoring and knowledge sharing activities, providing guidance and support to new and existing members of the End User Services Team
• 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:

• Well proficiency in verbal and written English
• Experience working in an ITIL environment
• Knowledge of Windows, Mac, iOS and Android operating systems
• Excellent customer service approach 
• Clear and adaptive communication style
• Initiative & self-management 
• Process development & maturation 
• 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 
• Experience supporting Company Executives directly 
• Creation of support documentation, guides, and manuals.  

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.

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.