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 general op

📌 IT Help Desk Subject Matter Expert (Ciudad de México)
🏢 Tevapharm
📍 Ciudad de México