IT Help Desk Specialist III

IT Services and Support is looking for experienced Technical Service Representatives, Global Workplace Support Services to be part of the IT service desk team providing L1 support across Teva. An ideal candidate will bring a combination of hands-on technical and good communication capabilities. In your journey with us, your prime responsibilities are: Advise and guide end users regarding the use of a broad range of products, tools and services within the IT domain Follow a standard call flow and service request / incident handling processes: Verify entitlement, perform troubleshooting and problem determination. Resolve and close the ticket or route the ticket to the appropriate resolver team. Use technical resources and tools, answer end users' queries. Utilize their product, technology, services skills to identify issues which may be related to products' installation, updates, configuration, operation or performance.How you'll spend your day

• Perform initial problem determination (level 1) in support of scope of services with related hardware, software and services support.
• Provide in-scope technical advice and guidance, trouble shoot end users queries / issues and advise potential resolutions within specified KPIs and metrics.
• Handle service entitlement failures associated with requests for in-scope services.
• Assign records to other support groups, as and when required.
• Act as service desk's advocate when dealing with other support / resolver groups.
• Initiate the service outage procedure, update VRU status messages with outage information, as required.
• Process requests for password resets and manage the requests to satisfactory completion.
• Accurately log all interactions via established business processes and tools.
• Understand and contribute to the improvement of various performance metrics.
• Update inventory for software licenses, hardware and reporting.
• Work in office is required (No work from home option)
  
  2 to 3 years' experience as a technical service desk agent
• Worked as part of 7/24/365 global operations teams
• Excellent logical reasoning, troubleshooting and problem determination skills
• Strong communication (verbal and written) skills
• Knowledge and experience with Remote takeover tools
Your experience and qualifications
• Understanding of ITIL (IT Infrastructure Library)
• Experience with ServiceNow or similar Incident Management Tool
• Knowledge on handling Service Requests and Incidents
• Bachelors in computer science, Engineering, or related discipline with an IT certificate / diploma
• Knowledge on Email tools like MS-Outlook and MS-Exchange
• Knowledge on Networking (VPN/Connectivity Issues), Internet Security,
• Knowledge on Windows, Mac O/s (Basics), Android, iOS
• Knowledge on instant messaging tools like MS-Teams
• Working knowledge on O365
• Experience with working in a pharma / Biotech / GxP environment is preferred
  
  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.