Global Employee Contact Centre - IT Support Specialist at Eli Lilly and Company

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, PharmaceuticalsIndustries

Requirements

Bachelor’s degree in computer science, Information Systems, or a related technical field (preferred)
1–2 years of experience in IT support or service desk roles in a corporate or global environment
Working knowledge of ITSM platforms (e.g., ServiceNow), remote desktop tools, and end-user support technologies
Availability to work flexible work hours, including non-standard hours, weekends, and holidays to support continuous operations across two shifts
Strong communication, troubleshooting, and problem-solving skills
Familiarity with enterprise systems such as Windows, macOS, VPN, Office 365, and ServiceNow

Responsibilities

Act as the first point of contact for IT-related issues via chat and phone support
Diagnose and resolve device, application, and access-related problems using remote desktop tools
Leverage endpoint management platforms to perform real-time diagnostics and issue resolution
Guide users to resolution through AI chatbot and other self-help channels
Promote adoption of AI-powered workflows to reduce avoidable contacts and improve efficiency
Document troubleshooting steps and identify gaps in knowledge base content
Create and manage tickets in ServiceNow with complete issue context and configuration item linkage
Collaborate with escalation teams to ensure smooth ticket handoff and timely resolution
Maintain ticket hygiene and ensure accuracy of support data
Use endpoint tools and chatbot transcripts to identify recurring issues and service improvement opportunities
Contribute to feedback loops that inform automation, knowledge base updates, and process enhancements

Skills

IT Support

Customer Service

Troubleshooting

Technical Support

Automation

Proactive Support

Eli Lilly and Company

Develops and delivers prescription medicines globally

About Eli Lilly and Company

Eli Lilly and Company is a global pharmaceutical company that focuses on discovering, developing, and delivering medicines to improve health. The company has a long history of scientific achievements, including the creation of insulin, the first life-saving treatment for diabetes. Lilly's operations involve extensive research and development to create new medications and enhance existing ones, ensuring they are safe and effective. Their products are primarily prescription medicines sold to healthcare providers for various medical conditions, including diabetes, cancer, and pain management. What sets Lilly apart from its competitors is its strong commitment to ethical practices and the protection of its products from counterfeiting. The company's goal is to enhance lives through innovative medical solutions while maintaining high standards of quality and ethics.

Indianapolis, IndianaHeadquarters

1876Year Founded

$1,180.1MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Competition from Novo Nordisk's Ozempic may impact tirzepatide's market share.

Potential construction delays in Indiana could affect GLP-1 drug production timelines.

Regulatory challenges may hinder Kisunla's expansion in new Alzheimer's markets.

Differentiation

Eli Lilly's rich history includes the first life-saving insulin treatment.

Lilly's strategic partnerships enhance its position in neurodegenerative disease treatments.

FDA approval of Zepbound opens new therapeutic markets for sleep disorder treatments.

Upsides

Lilly's $9 billion complex in Indiana boosts GLP-1 drug production capacity.

Kisunla's approval in China expands Lilly's Alzheimer's treatment market in Asia.

Collaboration with EVA Pharma enhances Lilly's reputation as socially responsible.

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