AbbVie

Desktop Support Technician

Employer
AbbVie
Location
Lake County, Illinois
Posted
Jun 03, 2021
Ref
2109143
Discipline
Administration, General
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Key responsibilities of this role are:

  • Constantly monitor and maintain individual ticket queue, resolve standard and non standard desktop issues and requests
  • Achieve target ticket volumes and SLA’s
  • Maintain the highest level of customer satisfaction
  • Comply with and maintain knowledge of all Desktop group practices, internal and with corporate desktop policies
  • Work with customer base to clearly identify technical difficulties, recommend and implement improvements
  • Update and assist in maintaining internal departmental documentation

Qualifications
  • Bachelors degree and 2 years equivalent industry experience
  • Be expected to continue education and training through self-study. The completion of various courses and certifications as well as the achievement of work performance and productivity goals is required to maintain the position as well as become eligible for further advancement
  • Possess good written and oral communication skills as well as personal interaction skills
  • Experienced in managing day-to-day, end-user support demands for break/fix, upgrades and enhancements to client devices
  • Strong problem solving, troubleshooting and analysis skills are required
  • High personal standards for quality in both services and products are a necessity to ensure that expected service levels are met
  • Ability to work in a team

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
No
Job Type
Experienced
Schedule
Full-time
Job Level Code
IC
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.