Bristol Myers Squibb · 19 hours ago
Analyst, IT Service Desk, AMER
Tampa - FL - US
Full-time
Hybrid
New Grad, Entry Level
$62K/yr - $75K/yrBristol Myers Squibb is a leading biopharmaceutical company that transforms patients' lives through science. The Analyst for the IT Service Desk will deliver world-class IT support to employees and partners, handling inbound customer requests and ensuring timely resolution of issues.
BiotechnologyHealth CareMedicalPharmaceuticalPrecision Medicine
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
Qualification
Required
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
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
Preferred
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
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.
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
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.
Company
Bristol Myers Squibb
At Bristol Myers Squibb, we work every day to transform patients’ lives through science.
Founded in 1887
10001+ employees
H1B Sponsorship
Bristol Myers Squibb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (247)
2024 (278)
2023 (231)
2022 (180)
2021 (181)
2020 (169)
Funding
Current Stage
Public CompanyTotal Funding
$29.32BKey Investors
Venrock
2025-11-05Post Ipo Debt· $5.74B
2024-02-14Post Ipo Debt· $13B
2023-10-30Post Ipo Debt· $4.5B
Leadership Team
Charles Bancroft
CFO
Cristian Massacesi
Executive Vice President, Chief Medical Officer and Head of Development
Recent News
2026-01-25
The Motley Fool
2026-01-24
Company data provided by crunchbase