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Analyst, IT Service Desk, AMER
About the position
Working with Us Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us . As a member of the BMS IT Service Desk, you will be responsible for delivering world class IT support to BMS employees and partners. This position is responsible for handling all aspects of inbound customer requests/incidents across multiple channels (chat, phone, email, web). This includes logging, triaging, resolving, or escalating issues and timely follow up of service requests/incidents. You must be able to demonstrate your willingness to research more complex issues and bridge knowledge gaps. NOTE: Responsibilities of this role are not limited to the details above.
Responsibilities
- Handle incoming inquiries (calls, chats, tickets) and/or redirect inquiries, if necessary, to appropriate support groups for resolution while setting End User expectations during the initial interaction.
- Create tickets and document all activities in BMS ticket system (ServiceNow) in line with our quality standards.
- Perform troubleshooting to resolve or escalate to the appropriate Tier 2 teams.
- Research and resolve more complex Field/Scientific application and business process issues.
- Identify trends where applicable.
- Provide follow-up and status update inquiries to End Users on your open ticket queue and ensure every effort is made to meet SLA’s.
- Utilize Knowledgebase to address End User inquiries and create Knowledgebase draft articles to address knowledge gaps.
- Participate in application testing, upgrades and deployment, and internal Service Desk projects as needed.
- Adhere to all Service Desk processes and procedures.
- Drive quality, process improvement and innovation to optimize service delivery.
- Assist with Quality record reviews as needed.
Requirements
- Multi-Lingual effective and fluent communication in Spanish.
- Minimum High School Diploma; preferred bachelor’s degree.
- Basic understanding of ITIL Framework and IT Service Management.
- Excellent Customer service skills.
- Ability to diagnose and troubleshoot complex problems and work to a resolution.
- Ability to explain technical information to End Users with effective verbal and written communication.
- Ability to troubleshoot basic hardware issues, peripherals and other devices.
- Ability to set priorities and handle multiple tasks.
- Ability to determine the priority of a problem and act accordingly.
- Basic Knowledge of Microsoft Windows, Office 365, Outlook and hardware/ipad support.
- Prior related work experience in a technical support environment, and/or Service Desk environment preferred (including tools, processes, and methodologies, Telephony systems and ServiceNow etc.).
- Some knowledge and experience using Apple products and technologies, including iPhone and iPad devices.
- Experience with Application Support preferred.
- Highly effective Team player: Openly and willingly shares ideas, knowledge, and expertise. Communicates constructively.
- Willingness to learn new skills and be open to consider different ideas and alternatives.
- Have flexibility for working hours (any shift between 7am thru 6:30 pm Monday-Friday)
- Be able to work from the office at least 50% of the time (candidates must have a reliable home broadband connection when working from home).
- Expect to work on Company Holidays as needed.
Benefits
- Health Coverage: Medical, pharmacy, dental, and vision care.
- Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
- Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
- Work-life benefits include: Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees) Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays Based on eligibility, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day. All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.
