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IT Service Desk Technician

Date: Sep 12, 2021

Location: Weston, Florida, US, 33326

Company: Teva Pharmaceuticals

Company Info

Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas.  We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

Job Description

POSITION SUMMARY:

The Service Desk Technician is responsible for managing incoming helpdesk requests and calls from our ecommerce customers and internal employees. Candidates must be capable of investigating and resolving issues with our ecommerce platform, routing problems if necessary, and assisting with order fulfillment questions. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.


ESSENTIAL AREAS OF RESPONSIBILITY: 

All areas of responsibility listed below are essential to the satisfactory performance of this position by any incumbents with reasonable accommodation if necessary. Any non-essential functions are assumed to be included in other related duties or assignments. 

  • Provide Level 1 & 2 Help Desk/IT support to ecommerce clients across North America as well as company employees
  • Serves as the first point of contact for customers and employees seeking technical assistance over the phone, email or chat
  • Diagnoses and resolves technical issues
  • Escalate problems (when required) to the Service Desk Supervisor, Manager, applicable IT or company representative
  • Record, track and document the service desk request problem-solving process, and actions taken, through to final resolution
  • Assists clients using remote administration tools
  • Utilize excellent customer service skills and exceed customers’ expectations

Qualifications

Any equivalent combination of education, training and/or experience that fulfills the requirements of the position will be considered. 

Education/Certification/Experience:

  • 2 years’ experience in a support technician or help desk role preferred
  • Associates degree or equivalent experience
  • Preferred ITIL Foundation & COMPTIA A+

 

Skills/Knowledge/Abilities:

  • Knowledge of current software, including Microsoft Office & Windows products
  • Preferred knowledge of Service Now Incident Management System
  • Understanding of Active Directory
  • Ability to work varied shifts, after hours and or weekends when needed
  • Knowledge of PC network and internet connectivity

Function

Information Technology

Sub Function

IT Help Desk Support

Reports To

In process of validation

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.


Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami