LMS Helpdesk Specialist

Job description

Job Description

We conduct operational platform tasks and perform second-level diagnosis and troubleshooting support to end-users and customers. Working under minimal supervision, we 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.

Major Accountabilities:
•You will provide technical assistance & support for incoming queries and issues related to the Cornerstone platform migration/operation.
•You will handle content deployment responsibilities for WBT/ILT/Virtual training events.
•You will provide catalog management services.
•You will monitor service desk for tickets assigned to the queue and process first-in first-out based on priority.
•Respond to email messages for customers seeking help and suggest improvements (if needed).
•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.
•Escalate complex incidents to third-level and Vendor support personnel.

Desired profile

Minimum requirements

Requirements:
•Learning Experience – 3 years minimum LAS Administration.
•English.
•Cornerstone experience preferred but not required.
•Working experience in providing help desk support.
•Proficiency in English (written and spoken).
•Working knowledge of help desk software and remote control.
•Strong client-facing and communication skills.
•Experience with testing Windows devices and iPads.

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.