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Lead Deskside Support Analyst
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About This Role:
As the Lead Deskside Support Analyst, you will be an integral part of the IT Deskside Services team, guiding all aspects of day-to-day incidents, tasks, and project delivery operations throughout the enterprise. This position requires you to help oversee onboarding support, equipment provisioning and deprovisioning, and provide deskside, labs, commercial, and VIP support. You will also manage onsite and offsite meetings and events, along with ServiceNow queue management. Serving as a technical mentor, you will offer training resources to internal and external team members, ensuring high customer satisfaction and smooth business operations. Additionally, you will document key deskside support processes, create training materials, and uphold support standards. Occasional travel may be required to provide support for external events, contributing to uninterrupted business operations and minimal escalations.
What You’ll Do:
Serve as the one of the technical leads for IT infrastructure and Global Deskside and Specialty Support Services (GUSS) Service matters, escalating to regional managers when necessary.
Manage GUSS/Deskside Incident and Request tickets to defined SLA’s and OLA’s, ensuring all tickets are updated with work information.
Deliver hardware and software support to office, field-remote staff, and VIPs, including desktops, laptops, MFDs, mobile devices, and AV systems.
Perform asset and mobile device management, including inventories, device allocations, provisioning, deprovisioning, and troubleshooting.
Contribute to automation and continuous improvement initiatives.
Provide setup and support for conference room technologies, coordinating with global teams for meeting room service levels.
Manage mobility Incident and Request tickets to SLA’s, aiding in process, testing, and service improvements.
Handle Lab support Incident and Request tickets, maintaining equipment disciplines and coordinating with third-party support providers.
Ensure appropriate stock levels are maintained and IT asset management systems are updated for global reporting.
Support global and regional IT projects, providing local coordination for office moves, expansions, and infrastructure.
Who You Are:
You are a proactive and detail-oriented individual who thrives in a dynamic environment. Your commitment to high customer satisfaction drives your ability to manage incidents with finesse and ensure smooth operations. You possess excellent mentoring skills, enabling you to guide and train team members effectively. Your ability to coordinate logistics for events and facility expansions showcases your organizational prowess and adaptability. You approach challenges with a collaborative mindset and constantly seek ways to enhance processes and service delivery.
Required Skills:
7+ years of related IT experience, including at least 3 years in the Deskside support area.
High school diploma or GED equivalent required.
Experience with ServiceNow or similar ticketing systems.
Strong communication and interpersonal skills for effective coordination and support.
Ability to manage multiple priorities in a fast-paced environment.
Preferred Skills:
MCP/MCDST or equivalent certification.
ITIL qualification desirable.
Familiarity with working within a Managed Service Provider (MSP) environment
Job Level: Professional
Additional Information
Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.
Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.
In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees’ and their families physical, financial, emotional, and social well-being ; including, but not limited to:
- Medical, Dental, Vision, & Life insurances
- Fitness & Wellness programs including a fitness reimbursement
- Short- and Long-Term Disability insurance
- A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
- Up to 12 company paid holidays + 3 paid days off for Personal Significance
- 80 hours of sick time per calendar year
- Paid Maternity and Parental Leave benefit
- 401(k) program participation with company matched contributions
- Employee stock purchase plan
- Tuition reimbursement of up to $10,000 per calendar year
- Employee Resource Groups participation
Why Biogen?
We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.
All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.
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