Product Sppt Trainee

Customer Support Team

Job Description

Mandatory Skills:

Provide first line assistance to end users of our Global Lifecycle Safety Platform ensuring accurate logging and tracking of requests Triaging of tickets and assigning to the respective team to help resolve the issue. Working on Incidents and Requests assigned to you. System administration and first level issue management Need to know about Problem management and how tickets are assigned to Problem Management. Excellent communication skills, need to write or talk on incident related calls. Setting up open bridge calls and involving the respective teams to troubleshoot any end user issues. Good email etiquettes. Worked on Ticketing tool. Windows Server Administration SQL/PLSQL, should be able to write queries to get data. Good Database knowledge. Application Support should have been as a Level 1 or Level 2 support. Excellent Troubleshooting and analytical skills ITIL Certified/Aware of the ITIL process Need to work in shifts, 3 shifts and during weekends on a rotatory basis

AM Shift (5:30 to 2:15)

PM Shift (2 to 10:30)

Night shift (10 PM to 6 AM)

Assist in the generation of standard ad hoc query reports as required Troubleshoot errors associated with case reporting and E2B Close liaison with second and third level teams and external vendors to work through complex support issues Ensures adherence to relevant support SOPs and WIs that relate to the provision of end user support and can support audits as required Implement, maintain and continually seek to improve procedures and processes used by the team With guidance can assist in the management and coordination of system deployments Interact with software vendors, infrastructure services, and/or applications development to quickly restore system issues having a wide impact Play a key role in the communication cascade to customers, business partners and stakeholders Perform other activities as listed or conveyed by the manager or SME’s. Coordinate with internal and external service providers in the area of incident, problem, and change management. Ability to establish effective working relationships with all customers, partners and co-workers. Perform MedDRA load and recode activities as conveyed by the Manager. Citrix account creation and expertise in handling Citrix issues. The team works 24*7*365 and will need to work during weekend based on the roster scheduled. Will need to be flexible and support the team on need basis.

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 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.