Teva Technical Support Representative 

India, Karnataka, Bengaluru 

851001159

• 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.

• Understanding of ITIL (IT Infrastructure Library)
• Experience with ServiceNow or similar Incident Management Tool
• Knowledge on handling Service Requests and Incidents
• Bachelor’s 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
• 2 to 4 years' experience as a technical service desk agent
• Worked as part of 7/24/365 global operations teams

First line Manager

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