Short Description

Novartis is seeking an Analyst who has Working knowledge of help desk software and remote control.

Job Description

Conduct operational platform tasks and perform second-level diagnosis and troubleshooting support to end-users and customers. Working under minimal supervision, specialists utilize a corporate help desk ticket system in addition to receiving email inquiries in order to provide support in accordance with established policies and processes. Also, escalate complex incidents to third-level and Vendor support personnel.

  • Provide technical assistance & support for incoming queries and issues related to the Cornerstone platform migration/operation. 
  • Manage content deployment responsibilities for WBT/ILT/Virtual training events
  • Provide catalog management services 
  • Monitor service desk for tickets assigned to the queue and process firstc in first-out based on priority 
  • Respond to email messages for customers seeking help 
  • Properly escalate unresolved queries to the next level of support 
  • Track, route and redirect problems to correct resources 
  • Utilize excellent customer service skills and exceed customers' expectations.

  • Meet advertised SLA/OLA standards
  • Customer Satisfaction Score 
  • Agent Utilization 
  • First Contact Resolution Rate 
  • First Level Resolution Rate 
  • Agent Satisfaction 
  • Aggregate Service Desk Performance

Minimum requirements
  • Graduate /MBA in HR Proficiency in English (written and spoken).
  • Learning Experience ?? 3 years minimum LAS Administration English. 
  • Cornerstone experience preferred but not required. 
  • Proven working experience in providing help desk support.
  • Proficiency in English (written and spoken). 
  • Working knowledge of help desk software and remote control.

Mid-Senior-level Information Technology | Technology | Information Full-time Other | Information Technology | Engineering Data Analyst | Business Analyst
We use science-based innovation to address some of society's most challenging healthcare issues. We discover and develop breakthrough treatments and find new ways to deliver them to as many people as possible. We also aim to provide a shareholder return that rewards those who invest their money, time and ideas in our company.

Our Values
Strong values define our culture and help us execute the Novartis strategy in line with our mission and vision.

We have introduced Values and Behaviors that describe the professional behaviors we expect from our employees. These values were selected by the Executive Committee of Novartis - with input from associates worldwide - and form an integral part of the framework we use to recruit people, develop them and assess and reward their performance. We will hold ourselves to account against these values and behaviors.