Lead Deskside Support Analyst

Job Description

About This Role

In this role, you will provide daily end-user support to the USO office, including Executive/VIP support locally on campus. You will supervise the system build and delivery processes and the resources directly responsible for performing those tasks and provide technical hardware & software support for Commercial Events/Meetings and daily-use technology. You will work closely with the Global Desktop team to provide timely solutions for any VIP technology needs and handle daily operational technical support and project delivery to US Field Force users.

What You’ll Do

• Manage incident queue for US Field Force support for daily customer escalations and expectations to a successful resolution.
• Supervise the system build and delivery processes and the resources directly responsible for performing those tasks.
• Provide support for Field Force laptops, iPads, and assorted mobile devices.
• Hardware break-fix and mobile device support, focusing on Executive / VIP population in Biogen US.
• Proactive support and monitoring for technologies like meeting rooms, printers.
• Supervising external A/V support for Commercial meetings, congress and events.
• Partner with Field Operations, Field Training, IT Commercial and Global Desktop teams on projects impacting remote users to ensure successful and effective deployment, to include Field Force POA events.
• Provide on-site support when Field Force staff are visiting the local corporate offices.
• Document and maintain standards for US remote customer hardware, applications and troubleshooting processes.
• Occasional travel to provide support for outside events.

Qualifications

Who You Are

You are passionate about delivering exceptional support and premium customer service to executives and VIPs. You are proficient in Incident Management, ITIL, IT Service Management, Hardware break/fix, Active Directory, and Group policies. Skilled in communication across all organizational levels.

Required Skills

• 5+ years of experience supporting and troubleshooting issues with PC technologies, peripherals, applications, and networks with minimum supervision.
• Experience supporting and troubleshooting mobile devices and applications, including iOS and Android
• You can demonstrate experience working with vendors / 3rd party Deskside providers, experience to include Windows, MS Office 2010-2016, smartphones, and iPads.

Preferred Skills

• CTS, MCSE or similar

Additional Information

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.