IT Help Desk Subject Matter Expert

Teva; Ciudad de México; On-site; MXN 420,000 - 700,000; Full time

Job summary

Teva is seeking a Subject Matter Expert for Global Workplace Support Services. This role focuses on L1 IT service desk support across a global organization, with direct ownership of escalation handling and metrics-driven improvements.

You will train staff, reduce MTTR, and drive process documentation while coordinating with resolver teams to ensure service levels and smooth operations worldwide.

Qualifications

• 2 to 3+ years' experience as a SME; minimum service desk experience of 7+ years.
• Experience in 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 skills; MS-PowerPoint and MS-Excel.
• Individual contributor but aligned to the team to be managed (Manage a team of 10 to 15 people under upper management).
• Graduated – IT Careers
• English: Fluent

Responsibilities

• Handle escalation and outage issues; take ownership of escalated tickets.
• Interact with sending end customers and resolver teams regarding 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 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; Reduce MTTR of tickets month-on-month.
• Monitor the call queue, email inbox and web tickets queue.
• Identify automation opportunities for eradicating work coming on to the service desk.
• Work in office is required (No work from home option).

Skills

SME experience

Global operations

Team leadership

Communication skills

Troubleshooting

Root Cause Analysis

Remote takeover tools

PowerPoint

Excel

Presentation skills

IT Careers

English fluent

Education

IT Careers

Tools

Remote takeover tools

MS-PowerPoint

MS-Excel

Job description

We Are TevaWe’re Teva, a leading innovative biopharmaceutical company, enabled by a world-class generics business. Whether it’s innovating in the fields of neuroscience and immunology or delivering high-quality medicine worldwide, we’re dedicated to addressing patients’ needs now and in the future. Here, you will be part of a high-performing, inclusive culture that values fresh thinking and collaboration. You'll have the room to grow, the flexibility to balance life with work, and the opportunity to better health worldwide, together.Our Team, Your ImpactThe Subject Matter Expert, Global Workplace Support Services is part of the IT service desk team providing L1 support across Teva. This role brings a combination of hands-on technical and good communication capabilities.How You’ll Spend Your DayHandle escalation and outage issues; take ownership of escalated ticketsInteract with sending end customers and resolver teams regarding any escalations and perform Root Cause AnalysisMonitor 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 staffIdentify 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 minimalReduce mean Time to Resolve (MTTR) of tickets month-on-month and reduce ticket agingMonitor the call queue, email inbox and web tickets queueIdentify automation opportunities for eradicating work coming on to the service deskWork in office is required (No work from home option)Your Skills and Experience2 to 3+ years' experience as a SME; minimum service desk experience of 7+ years (Overall experience including SME)Worked as part of 7/24/265 global operations teamsTeam Leadership skills, Interpersonal Relationship skills, Decision making skillsExcellent logical reasoning, troubleshooting, problem determination and problem solving skillsStrong communication (verbal and written) skillsKnowledge and experience with Remote takeover toolsGood presentation skill(s); well versed with MS-PowerPoint and MS-ExcelIndividual contributor but aligned to the team to be managed (Manage a team of 10 to 15 people under upper management)Graduated – IT CareersEnglish: FluentHow We’ll Take Care of YouAt Teva, better health starts from within, and that includes you. From day one, you’ll be supported with benefits designed to help you thrive in and out of work. This includes generous annual leave, reward plans, flexible working schedules (dependent on role), access to tailored health support, and meaningful ways to give back to the community. When it comes to your career, you’ll be encouraged to explore, evolve, and shape your path. Twist, our one-stop shop for career development platform, gives you access to a wide range of possibilities, from learning programs and short-term projects to opportunities for internal growth. Here, you’ll be part of a culture that empowers you to reach your goals and prioritize your wellbeing every step of the way.Already Working @Teva?Make sure to apply through our internal career site on Twist—your one-stop shop for career developmentTeva’s Equal Employment Opportunity CommitmentTeva 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. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.