Associate - IT Service Desk 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.

At Lilly, we define success by the employee experience, working backward from their needs to our solutions. While our commitment to a digital‑first model is transforming how we deliver IT services, we know that truly exceptional support requires empowered problem solvers
, not just process followers. As an IT Service Desk Agent
, you are the primary advocate for our workforce, utilizing intelligent tools to restore confidence and productivity.

This role is designed for the ambitious. We are looking for individuals who are obsessed with the customer experience
. In this role, you will be a key frontline contributor, empowered to look beyond the immediate issue to solve the root cause. You will use your judgment to navigate ambiguity, delivering a memorable and personalized experience that earns trust. If you are ready to take ownership of the customer journey, we want you on our team.

• 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.

• 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 Service Now 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.

• Obsession with great customer support.
• Strong communication, troubleshooting, and problem‑solving skills.
• Working knowledge of ITSM platforms (e.g., Service Now), remote desktop tools, and end‑user support technologies.
• Familiarity with enterprise systems such as Windows, macOS, VPN, Office 365, and Service Now.
• 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.

• Bachelor’s degree in computer science, Information Systems, or a related technical field and 1–2 years of experience in IT support or service desk roles in a corporate or global environment.

Qualified applicants must be authorized to work in the United States on a full‑time basis. Lilly will not provide support for or sponsor work authorization or visas for this role, including but not limited to F‑1 CPT, F‑1 OPT, F‑1 STEM OPT, J‑1, H‑1B, TN, O‑1, E‑3, H‑1B1, or L‑1.

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

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…