Service Desk Techn Specialist

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
• 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
• 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).
• Good knowledge about Operating Systems, ISP, Hardware, Networking and Outlook
• 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 yrs of Information Technology experience Pref
• 5 yrs of Customer Service Experience Pref
• Technically can handle 2nd level types of incidents Advanced

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.

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.