assoc manager, tech ServicesIQVIA

Job Overview
Provides first-line support to company employees to resolve computer software, hardware and networking problems.
Installs, configures, customizes, troubleshoots, upgrades, integrates and maintains software workstations, software applications, printers, wireless devices, hand-held devices, network configuration and firewalls for end-users.
Essential Functions
Reviews agent metrics and meets with agents regularly to discuss performance
Signs time cards
Review calendar schedule for shifts and works with respective team leads for consistency
Responsible for building and reviewing, sending Service Now data/ticket reports to Sr. leadership
Continues to mentor and coach jr staff
Works with Sr. leadership to develop developmental goals for agents
Works with Sr. leadership to develop "SMART" goals for all agents
Able to drive escalations to a resolution by engaging multiple teams within IQVIA
Able to lead small projects within the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc.
Able to work and lead small teams for a specific result
Services as SME within the Service Desk and answers questions form more jr. staff
Able to help with administrative duties including staff scheduling and vacation, holiday planning
Provide first Level Second level of support and convey resolution to customer issues
Accurate escalation of unresolved queries to the next level of support team
Track, Route and redirect Problems to correct resources
Utilize excellent customer service skills and exceed customers' expectations
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Should possess strong technical background, additionally
Ability to deal with users through Calls, Chats and Email
Should have prior technical support experience.
Good typing speed (minimum 40 WPM and 98% accuracy).
Logical thinker
Good analytical and problem solving skills
Up-to-date technical knowledge
Good interpersonal and customer care skill
Flexible in working 24/7 environment
Qualifications
Associate's Degree Pref
5-6 yrs of Service Desk or Information Technology Experience Pref
5-6 yrs of Customer Service Experience
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at
IQVIA

Pasig City, Metro Manila
Permanent
Full-time