IT Help Desk Lead
3 weeks ago
Join us as we strive to make healthcare more accessible and affordable for everyone, promoting healthier lives worldwide. Our global team, representing various backgrounds from around 60 countries, is united by this common goal. We are proud to be the leading manufacturer of generic medicines and offer products from the World Health Organization's Essential Medicines List. Over 200 million individuals rely on our medications daily, and we are dedicated to finding innovative ways to make an even bigger impact.
The opportunity- Provide support and expertise to service desk agents
- Take ownership of improving team's technical knowledge and processes
- Enhance agents' technical resolution skills
- Optimize transaction handling time for agents
- Shift work responsibilities accordingly
- Manage escalations and outages; take charge of escalated tickets
- Communicate with end customers and resolver teams for escalations and Root Cause Analysis
- Monitor open tickets assigned to the Service Desk and ensure timely resolutions
- Provide training for new employees and existing staff
- Identify and address training needs for current agents
- Help reduce incoming workload on the service desk
- Create documentation for new solutions and process changes
- Minimize ticket backlog
- 2 to 3+ years' experience as a Technical Process Trainer/Coach; minimum 5 years in service desk roles
- Previous involvement in global operations teams
- Strong leadership, interpersonal, and decision-making skills
- Excellent problem-solving abilities and logical reasoning
- Effective communication skills
- Proficiency with Remote takeover tools
- Good presentation skills with MS-PowerPoint and MS-Excel
Director of IT Operations
Already Working @TEVA?If you're a current Teva employee, apply through the internal career site on 'Employee Central' for priority consideration. Access exclusive opportunities and resources for Teva employees. Reach out to your local HR/IT support if you encounter any issues with your EC account.
Teva's Equal Employment Opportunity CommitmentTeva Pharmaceuticals upholds equal employment opportunities for all, regardless of age, race, religion, disability, gender identity, or any other legally protected status. We foster a diverse and inclusive workplace and provide accommodations throughout the recruitment process upon request.
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