Analyst, IT Service Desk, AMER

Bristol Myers Squibb • Tampa, FL

3d • Hybrid

About The Position

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.

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.
• 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.

Nice To Haves

• Experience with Application Support preferred.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED