Service Desk Technician (Remote)

PURPOSE 

Under general supervision, provide remote second-tier Information Technology (IT) support to end-users, to restore service and / or identify and correct core problem.

RESPONSIBILITIES 

- Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems. 
- Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates. 
-  Adhere to established IT policies, procedures and standards and ensure conformance with information systems, goals and procedures. 
-  Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction. 
- Participate on global and regional project teams. 
- Delegate IT support tasks and provide training to more junior staff and end-users. 
- Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services. 
- Perform other duties as required. 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES 

- Working knowledge of Microsoft server, workstation and networking technologies. 
- Working knowledge of industry standards with regards to system and network administration. 
- Possess excellent verbal and written communication skills. 
- Ability to establish and maintain effective working relationships with coworkers, managers and clients.
- Utilize excellent customer service skills and exceed customers’ expectations
- Project management exposure. 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE 

- Bachelor’s Degree in Computer Science or related field, preferred; with 1 year experience of PC software (Microsoft operating systems and applications suites, email systems, etc.) within a network environment or equivalent combination of education, training and experience.  Will consider Associate’s degree depending on experience 
- 5 yrs of Information Technology experience Pref
- 5 yrs of Customer Service Experience Pref
- Technically can handle 2nd level types of incidents

PHYSICAL REQUIREMENTS 

- Extensive use of the telephone and face-to-face communications, which requires accurate      communication skills 
- Significant use of keyboard involving repetitive motions with fingers 
- Ability to bend, stoop, crawl and lift-up to 60 pounds

ADDITIONAL REQUIREMENTS 
- May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.

At IQVIA, 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. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.