IT Service Desk Customer Service Agent

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

IT Service Desk Agent

At Lilly, our commitment to a digital-first, automation-driven support model is transforming the way we deliver IT services. As a Lilly IT Service Desk Agent you will be a key frontline contributor, resolving a wide range of technical issues and enhancing the user experience through intelligent tools and proactive support. This role is ideal for individuals who are passionate about technology, customer service, and continuous improvement.

What You'll Be Doing:

IT Support & Troubleshooting

• Be the first point of contact for IT-related issues via chat and phone support.
• Diagnose and resolve device, application, and access-related problems using great customer service and remote desktop tools.
• Leverage endpoint management platforms to perform real-time diagnostics and issue resolution.

Automation & Self-Service Enablement

• 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.

Ticketing & Documentation

• 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.

Experience Monitoring & Trend Identification

• 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.

What You Should Bring:

• Obsession with great customer support.
• Strong communication, troubleshooting, and problem-solving skills.
• Working knowledge of ITSM platforms (e.g., ServiceNow), remote desktop tools, and end-user support technologies.
• Familiarity with enterprise systems such as Windows, macOS, VPN, Office 365, and ServiceNow.
• Ability to navigate digital tools, automation flows, and remote support platforms.
• Certifications such as CompTIA Network+ or Microsoft Certified: Modern Desktop Administrator are a plus.
• Cultural awareness and sensitivity to provide inclusive and empathetic support across diverse regions.

Basic Requirements:

• Bachelor’s degree in computer science, Information Systems, or a related technical field (preferred) and 1–2 years of experience in IT support or service desk roles in a corporate or global environment.
  • OR High School diploma and 5+ years of experience in IT support or service desk roles in a corporate or global environment.

Qualified candidates must be legally authorized to be employed in the United States. Lilly does not anticipate providing sponsorship for employment visa status (e.g., H-1B or TN status) for this employment position.

Additional Information:

• This role will require non-standard work hours including. The shift time will be 11am-8pm.  The team will need to cover weekdays, weekends, and holidays.      

Organization Overview

Lilly IT builds and maintains capabilities using cutting edge technologies like most prominent tech companies. What differentiates Lilly IT is that we redefine what’s possible through tech to advance our purpose – creating medicines that make life better for people around the world, like data driven drug discovery and connected clinical trials. We hire the best technology professionals from a variety of backgrounds, so they can bring an assortment of knowledge, skills, and diverse thinking to deliver innovative solutions in every area of our business.

The Global Information and Services Tech team is at the forefront of digitalization to enable and advance the entire company, with increased productivity and best-in-class Customer experiences. This team provides a robust and sustainable infrastructure of hardware, software and services that are critical to enable our global workforce and business to operate and transform. As leaders in technology and understanding business requirements and challenges, this team defines and leads the overall company technology strategy.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status.

Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location.  The anticipated wage for this position is

$64,500 - $151,800

Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees.

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