Help Desk Support Analyst (R1087085) in St Leonards, Australia at IQVIA™

Date Posted: 8/16/2019

Job Snapshot

Job Description

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.

IQVIA are looking for an experienced Help Desk Support Analyst to work in out CRM Help-desk team which provides a remote first line support and quick technical response to users/customer. The Product Tech Support Adviser will follow up the users reported incidents until their resolution and applies the procedures and service level agreement defined with the customer.

Key Responsibilities

  • The leading of technical assistance services and providing a first line support service
  • Registering calls in the Help Desk Management tool according to the agreed procedure
  • Providing remote technical assistance to customers to solve issue.
  • Answer customer calls, analysing users’ requirements and provide telephone/email/network-based support to customers
  • Escalating customer issues where necessary to the relevant department, identify and communicate the solution to the customer.
  • Follow up the incidents until resolution
  • Alert the help desk supervisor or help desk manager in case of major issue
  • Update and complete the help-desk knowledge database
  • Keep abreast with company products and technologies.
  • Contribute to the improvement of tools and procedures
  • As required, assist or provides module training for clients.

Key Requirements

  • Bachelor's degree in computer Science or related field
  • A minimum of 1 to 4 years’ experience in help-desk/customer support or product support roles.
  • Experience with CRM system preferable but not desirable  
  • Experience in Window Operating System/Microsoft office/ Help-desk Management tool/ T-SQL/PL-SQL
  • Experienced in working with different databases such as MS SQL, ORACLE, MS ACCESS.
  • Has a strong understanding of codes written in store procedure/function DDL/DML etc.
  • Effective communication skills with the ability to collaborate well with stakeholders, business and technical skills with good communication and stakeholder management skills
  • Strong analytical, troubleshooting and problem-solving skills
  • Good communication and organizational skills
  • Team player with good attitude to work in the collaborative team 

If you're interested, then please submit your resume by hitting the APPLY NOW button

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.

Job ID: R1087085