IT Help Desk Lead - SME

Who we are

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity

1.    Provide support and Subject Matter Expertise as required to service desk agents.
2.    Take end to end responsibility and ownership of enhancing process & technical knowledge in the team.
3.    Enhance team’s and individual agents’ technical resolution skill and score
4.    Optimize agents’ transaction handling time (calls, web tickets, email, any other channel).
5.    Right to left shift of work 
 

How you’ll spend your day

•    Handle escalation and outage issues; take ownership of escalated tickets
•    Interact with sending end customers and resolver teams regarding any escalations and perform Root Cause Analysis 
•    Monitor and track open tickets that are assigned to the Service Desk, ensure that requests are resolved within committed service levels.
•    Conduct process and technical training for new hires and backfilled staff
•    Identify training need(s) of existing agents and conduct refresher training(s)
•    Work to reduce incoming work volume (calls, email, tickets) on the service desk.
•    Create documentation for new solutions that can be added to the knowledge base and documentation for existing process related change management / updates.
•    Ensure backlog of tickets is minimal
 

Your experience and qualifications

•    2 to 3+ years' experience as a Technical Process Trainer / Coach; minimum service desk experience of 5 years
•    Worked as part of 7/24/265 global operations teams
•    Team Leadership skills, Interpersonal Relationship skills, Decision making skills
•    Excellent logical reasoning, troubleshooting, problem determination and problem solving skills 
•    Strong communication (verbal and written) skills
•    Knowledge and experience with Remote takeover tools
•    Good presentation skill(s); well versed with MS-PowerPoint and MS-Excel

Reports To

Director IT Operations

Already Working @TEVA?

If you are a current Teva employee, please apply using the internal career site available on "Employee Central". By doing so, your application will be treated with priority. You will also be able to see opportunities that are open exclusively to Teva employees. Use the following link to search and apply: Internal Career Site

The internal career site is available from your home network as well. If you have trouble accessing your EC account, please contact your local HR/IT partner.

Teva’s Equal Employment Opportunity Commitment

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.