Service desk techn specIQVIA

Job Description:
Communicate updates/questions/resolutions to customer in [Italian] and English.
Translate customer issues/queries/requests into English within the Service Management tool so
that 2nd & 3rd line teams can understand.
Using remote control tools solve 83% of issues on the first interaction with the customer.
Analyze problem management data to identify key trends and recommend remedial action
(process improvement).
Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed.
Act as a first line resource on all support issues and requests
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.
Job Requirement:
Bachelor's Degree in Computer Science / related field or School diploma and 3 years IT
experience in a network environment utilizing PC / server software; or equivalent combination
of education, training and experience.
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.
Physical Requirement:
Extensive use of telephone and face-to-face communication requiring accurate perception of
speech.
Extensive use of keyboard requiring repetitive motion of fingers.
Regular sitting for extended periods of time.
Occasional travel may be required.
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

Taguig City, Metro Manila
Permanent
Full-time