Desktop Support Analyst [T500-16042]

About Illumina: Illumina is a leading developer, manufacturer, and marketer of life science tools and integrated systems dedicated to making genomics useful for all. Illumina’s integrated Indian global hub in Bengaluru, Illumina India Biotechnology Private Limited, is focused on technology activities that will help usher in the next wave of innovation in healthcare and medical research. If you’re eager to work on challenging projects that uses cutting-edge technology to transform the future of healthcare, this is your chance to join a truly remarkable team. Position Summary: Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions. Changes to individual responsibilities may occur due to business needs and other related duties may be assigned. Scope of Responsibilities:

• Applies company policies and procedures to resolve a variety of issues.
• Determines a course of action based on guidelines. Modifies processes and methods as required.
• Works on assignments of moderate scope where problem solving requires application of learned techniques.
• Builds productive working relationships internally and externally.
• Provides standard professional guidance and collaborates to resolve mutual problems.
• Works autonomously and receives little instruction on day-to-day work/new assignments.
• Exercises judgment within defined procedures and practices to determine appropriate action.

• Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.