Desktop Support Engineer
Cambridge, MA

Job Description

DESCRIPTION: Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. Our technology teams work on challenging, thought-provoking problems, helping researchers, clinicians and engineers tackle the biggest challenges facing humankind

ROLE SUMMARY: We have a fantastic opportunity for a Technical Support Specialist to join us in our Philadelphia office. You will be an integral part of a regional Desktop Support function provided through internal Elsevier teams, who are responsible for supporting around 9,000 internal and 3rd party users. It's a great time to join Elsevier, as we're running a major End User Computing (EUC) and Network transformation programme to deliver an integrated and dynamic end-user capability that enables our people to access services and knowledge from any device, anywhere.

The Technical Support Specialist must provide high quality and professional technical support for various IT services across local and regional offices. You will be required to build excellent end-user relationships and gain a good understanding of business-critical periods, processes and applications.

JOB REQUIREMENTS: Key Accountabilities

The primary role of this position is to ensure that our business colleagues are working as efficiently as possible. This requires you to provide excellent customer and technical support, resolving incidents and problems as quickly as possible. Applying workarounds and resolutions to IT Incidents to restore acceptable IT Services to the Business to allow colleagues of Elsevier to achieve their work goals.

Resolve complex incidents that could not be resolved by the IT Service Desk

Troubleshoot incidents within agreed service levels, either remotely or by visiting the end-user. Promptly communicate escalations and outcomes to management.

Carry out requests and provisioning activities, including hardware requests, operating system upgrades, file restores, virtual desktop creation etc

Promptly communicate escalations and outcomes to management.

Feed into the Problem Management process to identify and resolve repeat incidents as Problems

Work with the Service Desk as well as vendors, to provide problem analysis, identification, and resolution of complex issues

Contribute to the improvement of processes and approaches within the department

Provide remote hands-on support for server and network hardware and software as directed by operations services owners.

Regular liaison and the building of good relations with the Service Desk

Key Performance Indicators

Fault and escalations handled through to resolution within specified SLA/OLA

Achievement of Customer Satisfaction Targets measured through scoring and feedback

Maximum possible service availability and performance maintained 24/7

Provide operational services to the end user community and other technical teams

Core EUC services delivered seamlessly

Knowledge Base articles are produced to assist with issue resolution and end user self-service

Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.

Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, more than 35,000 e-book titles and many iconic reference works, including Gray's Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.

Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.