לוח אפשרויות קריירה - הדרך החכמה להייטק

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