Technical Support Representative

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.

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 desks 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

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