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Service Desk Analyst
IQVIA Holdings Inc.
Chesapeake, Virginia
IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.
Position Summary The Lead 1.5 role handles technical and procedural issues pertaining to his or her assigned Client account(s). The lead serves as the communication hub between the level 1 Service Desk team and management, as a coach and mentor to support staff, and as an additional point of escalation to clients and other vendors. The Lead assists with duties that a SME (Subject Matter Expert) are responsible for. This includes, but is not limited to, ticket escalations, knowledge management and training. This role allows for coverage of these tasks during all shifts, including overnights and weekends.
1 Ticket and Call handling, monitoring, and reporting:
• Serve as first level of escalation for level 1 Service Desk technicians.
• Monitor status of ticket escalations to Level 2 support, clients, and other vendors.
• Drive escalated issues to timely resolution.
• Support client during all shifts (days, evenings, overnights and weekends)
2 Documentation and Training:
• Assist the Subject Matter Expert team with creating client-specific documentation including supported hardware and application documentation, troubleshooting guides, processes and procedures, training materials, and administrative documentation.
• Supports their teams with the training of Service Desk technicians on client-specific knowledge and processes.
• Create assessments to measure Service Desk knowledge.
• Attend client knowledge transfer sessions and other training sessions to capture new and updated information.
• Create and maintain client-specific knowledgebase content.
Join Us
Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.
Forge a career with greater purpose, make an impact, and never stop learning.
IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled
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.
Job posted: 2020-07-01
