IT Help Desk Specialist III

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

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

Reports To

First Line Manager

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.