Help Desk

 Role Objective

Provide first-level technical support to Novartis internal users, resolving issues related to hardware, software, access, collaboration tools, and connectivity. The Help Desk agent will serve as the first point of contact, ensuring a professional, efficient, and courteous support experience.

 Responsibilities

• Respond to user requests and incidents via phone, email, chat, or ticketing platforms (e.g., Jira).
• Diagnose and resolve basic technical issues (e.g., Active Directory, license access, network paths).
• Escalate complex issues to second-level support following established protocols.
• Document solutions in the internal knowledge base.
• Assist with technical onboarding for new employees.
• Ensure compliance with client-defined SLAs.
• Participate in continuous improvement and feedback sessions.

 Requirements

• Minimum 1 year of experience in Help Desk or Service Desk roles.
• Basic knowledge of Active Directory, collaboration tools (Slack, Teams), and Windows OS.
• Intermediate to advanced English proficiency (able to understand and communicate with international users).
• Strong communication and customer service skills.
• Availability to work on-site in Mexico City.

 Preferred Qualifications

• ITIL Foundation certification or equivalent.
• Experience with Jira, ServiceNow, or similar platforms.
• Familiarity with remote support processes and technical documentation

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

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