Your Responsibilities :
Chat services comprises of two online chat systems supporting internal and external customers. Live Chat (internal) is a real-
time chat application which enables customers to have an online conversation to obtain information and help related to IT, HR, Procurement, Finance and Facilities.
Click-To-Chat (C2C) is used to connect with external customers in real time, to address their unsolicited questions regarding our products.
Key features include text and video chat, screen / file / webpage sharing, and chat transfer. C2C ensures a positive customer experience whether the customer is at their desktop, utilising a tablet, or on their smartphone.
We are seeking an IT Specialist within Chat Services. As a member of Global Support Functions (GSF IT) you will be responsible for providing support for both chat services.
As part of a young, growing team you will learn new technologies, and develop the technical skills, and business knowledge to deliver a world class service to GSK.
You will receive training and support in the technologies required for this role.
Key responsibilities :
Working within a small team develop, test, deploy and support application updates including prototypes and new technologies to enhance the application keeping the service / tool state of the art
Anticipates, understands, troubleshoots and fixes problems using technical expertise and problem solving skills
Ensures the technical application delivery is fully compliant with GSK IT technical standards & policies
Keep relevant technical documentation up to date (as agreed with IT Asset Owner) in support of the lifecycle plan and for audits / reviews
Participate in Service Strategy, Design, Transition, Operations and Continuous Improvement full ITIL Service Management Lifecyle input
Continuous improvement of the application by gaining customer insights using innovative voice of the customer processes
What we offer :
Leading key projects regarding chat services
Possibilities of development witihin the role and company’s structure
Non-wage benefits (private medical healthcare, life insurance, sports card)
Flexible working hours
Supportive environment and workplace appreciation
Work culture based on respect, honesty, transparency and focus on patient / consumer’s needs