Deskside Support Analyst

About This Role:

As a GUSS Deskside Support Specialist in the Information Technology department, you will be integral to the seamless operation of our technical support services. Your role encompasses a wide array of responsibilities, including onboarding support, hardware and software provisioning, VIP support, and event assistance. Through effective collaboration with regional IT managers and infrastructure teams, you will ensure high customer satisfaction and contribute to the continuous improvement of end user productivity tools and technologies. As the cornerstone of our IT Deskside Services, you will bring substantial value to the business by maintaining smooth operations, minimizing escalations, and providing a reliable service experience. Situated within the Global User Support Services function, you will have the opportunity to impact our company's technological agility and efficiency.

What You’ll Do:

• Provide comprehensive hardware and software support to office, field-remote staff, and VIPs, including desktops, laptops, mobile devices, and AV systems.
• Perform asset management tasks such as hardware inventories, device allocations, provisioning, and deprovisioning.
• Manage GUSS/Deskside Incident and Request tickets according to defined SLAs and OLAs, and address unassigned tickets promptly.
• Serve as a single point of contact for IT infrastructure and GUSS Service matters, escalating issues to regional managers as necessary.
• Contribute to the automation and continuous improvement of support processes.
• Setup and support conference room technologies, ensuring meeting room service levels are upheld.
• Support Investor Relations and other critical communications involving internal and external stakeholders.
• Oversee mobility Incident and Request ticket management to meet SLA requirements and contribute to service improvement.
• Ensure lab support Incident and Request tickets are managed effectively and lab equipment protocols are followed.
• Maintain appropriate stock levels for equipment and update IT asset management systems for global reporting accuracy.
• Manage equipment deprovisioning processes including data handling and legal compliance.
• Support global and regional IT projects, office moves, expansions, refits, and infrastructure room space coordination.

Who You Are:

You have a knack for technology and a passion for providing exceptional customer service. With your experience in IT support, you are adept at resolving technical issues and managing assets with precision. You are a proactive problem-solver who thrives in a dynamic environment, and your collaborative spirit makes you a valued team player. Your meticulous attention to detail and ability to prioritize tasks ensure that you deliver consistent and high-quality support. You take pride in contributing to a seamless technology experience for all users.

Required Skills:

• High school diploma; MCP/MCDST or equivalent certification.
• ITIL qualification is desirable.
• Minimum of 2 years of experience in Deskside support, plus an additional 3 years of general IT experience.
• Strong technical knowledge of hardware, software, and mobile device management.
• Excellent customer service skills and the ability to communicate effectively with a diverse range of stakeholders.
• Proven ability to manage time effectively and work autonomously.
• Experience with incident and request ticket management systems.
• Familiarity with IT asset management and inventory control.
• Ability to contribute to IT process improvements and automation efforts.

Preferred Skills:

• Advanced troubleshooting skills for a variety of IT issues.
• Experience coordinating IT support for large events and meetings.
• Project management experience, particularly relating to IT infrastructure projects.

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.