About this role
## We Are Teva
We’re Teva, a leading innovative biopharmaceutical company, enabled by a world-class generics business. Whether it’s innovating in the fields of neuroscience and immunology or delivering high-quality medicine worldwide, we’re dedicated to addressing patients’ needs now and in the future. Here, you will be part of a high-performing, inclusive culture that values fresh thinking and collaboration. You'll have the room to grow, the flexibility to balance life with work, and the opportunity to better health worldwide, together.
## Our Team, Your Impact
The Subject Matter Expert, Global Workplace Support Services is part of the IT service desk team providing L1 support across Teva. This role brings a combination of hands-on technical and good communication capabilities.
## 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
Reduce mean Time to Resolve (MTTR) of tickets month-on-month and reduce ticket aging
Monitor the call queue, email inbox and web tickets queue
Identify automation opportunities for eradicating work coming on to the service desk
Work in office is required (No work from home option)
## Your Skills and Experience
2 to 3+ years' experience as a SME; minimum service desk experience of 7+ years (Overall experience including SME)
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
Individual contributor but aligned to the team to be managed (Manage a team of 10 to 15 people under upper management)
Graduated – IT Careers
English: Fluent
## How We’ll Take Care of You
At Teva, better health starts from within, and that includes you. From day one, you’ll be supported with benefits designed to help you thrive in and out of work. This includes generous annual leave, reward plans, flexible working schedules (dependent on role), access to tailored health support, and meaningful ways to give back to the community. When it comes to your career, you’ll be encouraged to explore, evolve, and shape your path. Twist, our one-stop shop for career development platform, gives you access to a wide range of possibilities, from learning programs and short-term projects to opportunities for internal growth. Here, you’ll be part of a culture that empowers you to reach your goals and prioritize your wellbeing every step of the way.
## Already Working @Teva?
Make sure to apply through our internal career site on Twist—your one-stop shop for career development
## 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.