Service Desk & Conferencing Support, Asia & Europe region
Teva Pharmaceutical
Petah Tiqwa, IL
לפני 6 ימים

Company Info Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide.

Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day.

We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas.

We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation.

This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth! Job Description

Primary purpose and function of this position

This group responsibilities are critical as the Service Desk interacts with all Teva employees and serves as the single focal point for all incidents and requests.

The IT Service Desk and Conferencing Services organization will focus on enhancing the productivity of Teva employees through providing customer-focused 1st line support for IT systems and will be focused on shifting left 2nd and 3rd line support tasks to Service Desk.

This group will be IT focal point for Conferencing & Collaboration needs and VIP customers support.

This role will be responsible to provide Service Desk & Conferencing services for all sites within Asia & EU region . This regional team will utilize global standards in service area and align them to regional requirements to fulfill business and application support demands.

The position is accountable for : (1) Providing regional Service Desk 1st, 1.5 lines and On-Site support. (2) Providing VIP & Conferencing support services.

Major duties and responsibilities

  • Member of the Global Service Desk & Conferencing support Leadership team. Collaborate with IT regional stakeholders from IT Commercial, IT TGO and IT R&D departments.
  • Maintaining customer satisfaction through an efficient, customer-focused Service Desk which serves as a single IT focal point for employees.
  • This will include enhancing self-service options and providing an omni-channel customer experience.

  • Supporting Teva Commercial, TGO and R&D sites with professional on-site engineers representing different IT support units.
  • Supporting our VIP customers with aligning their special needs with adequate and efficient services.
  • Supporting Conferencing Services for internal and external needs, in addition, to be the focal point for customer collaboration requirements.
  • Continuously improve existing services by utilizing automation, standardization and shifting left from 2nd and 3rd support.
  • Qualifications

  • Bachelors in Computer Science or related degree
  • ITIL Certification
  • 7 years in Services various domains (Operations, Service Desk, Site Support, ITIL Framework)
  • Pharmaceuticals industry experience and knowledge a plus
  • Skills and Capabilities

  • Service Desk Operations
  • Multi-cultural team management
  • Vendor management
  • Project management
  • Work in a changing and dynamic environment
  • Stakeholder management
  • Travel Requirements-ability to travel 20% of the time
  • Languages : English reading, writing, speaking

    Function Information Technology Sub Function IT Operations Reports To

    Sr Dir Employee Services, IT Ops

    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.

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