Teva Help Desk Lead - SME 

India, Karnataka, Bengaluru 

530331591

1. Provide support and Subject Matter Expertise as required to service desk agents.
2. Take end to end responsibility and ownership of enhancing process & technical knowledge in the team.
3. Enhance team’s and individual agents’ technical resolution skill and score
4. Optimize agents’ transaction handling time (calls, web tickets, email, any other channel).
5. Right to left shift of work

• 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

• 2 to 3+ years' experience as a Technical Process Trainer / Coach; minimum service desk experience of 5 years
• 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

Director IT Operations

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