Join us on our exciting journey!
IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients.
Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.
With a global team of 50,000, we harness insights, commercial and scientific depth, and executional expertise to empower clients to achieve some of their most important goals.
Job Purpose :
The main function of this role is to actively participate as part of a professional team, supporting and managing end users and client support requests, supporting fellow team, and using the IT Service Management tool to maintain auditable records and track IT support contacts for internal clients.
Using remote control tools solve 80% of issues on the first interaction with the customer.
Analyze problem management data to identify key trends and recommend remedial action (process improvement).
Team lead and mentor to junior staff. Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed.
Communicate updates / questions / resolutions to customer in selected Language.
Translate customer issues / queries / requests into English within the Service Management tool so that 2nd & 3rd line teams can understand.
Act as a first line resource on all support issues and requests
Develop knowledge of new products / applications from the training provided.
Provide support to other teams as appropriate or directed.
Provide How To’ guidance and training to users and junior co-workers on common application issues / requests.
Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful support service.
Participate on global and regional project teams.
Keep processes, knowledgebase up-to-date.
Work on continual service improvement objectives as given by line manager.
Perform other duties as required.
All accountabilities are essential job functions unless noted as nonessential (N)
REQUIRED KNOWLEDGE, SKILLS & ABILIITES
Knowledge of Microsoft Server, Workstation and network technologies.
Knowledge of industry standards in regards to system and network administration.
Ability to solve PC related problems utilizing remote control tools.
Excellent verbal and written communication skills
Strong analytical and troubleshooting skills
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Bachelor’s Degree in Computer Science / related field or School diploma and 5 years IT experience in a network environment utilizing PC / server software with team leadership experience;
or equivalent combination of education, training and experience
Extensive use of telephone and face-to-face communication requiring accurate speech communication
Extensive use of keyboard requiring repetitive motion of fingers
Regular sitting for extended periods of time
Occasional travel may be required
May be required to perform duties outside regular workings hours. This will be managed according to the applicable country legislation and best practices.
Job ID : R1042093