16918-Service Desk Techn 1 (R1026648) in Overland Park, KS at IQVIA™

Date Posted: 6/21/2018

Job Snapshot

Job Description

At IQVIA, we tap the very best people, and then give them meaningful work to do. We don’t simply think about careers, we think about contributions. Those who choose to work with us are joining a recognized global leader — a company uniquely positioned to help clients make the most of market opportunities and respond to challenges that affect global healthcare. We’re committed to blending industry expertise and advanced technology to deliver the most accurate perspectives and in-depth analytics on healthcare dynamics. To join IQVIAmeans you’ll be part of a worldwide organization where one person can make a difference, and where collaboration and innovation rule. Our people are creative and client-focused. They are among the best and brightest in the industry. And they bring a broad range of expertise to the table. Our people are analysts, statisticians, software engineers, consultants, sales leaders, marketing and product managers, and more. The key to our success is our people, whose experience, talent, commitment and diversity set the standard for the health information industry. Total Rewards We invest in people through a range of initiatives in compensation, benefits, and learning and development, and we strive to create an environment where our employees are challenged, empowered and can flourish. We are currently looking for dynamic people to fill positions in our Healthcare Value Solutions business area.


PURPOSE: 
Under general supervision, provide high quality phone-based service desk support to end users regarding IT problems and service requests.


RESPONSIBILITIES: 
• Must be flexible in working hours (e.g. weekday evenings, weekday overnights)
• Using remote control tools solve 72% of incident calls on the first interaction with the customer. 
• Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem. 
• Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures. 
• Provide management with information on problems that are severe in nature or that are exceeding target dates. 
• 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. 
• Provide assistance in the areas of site support, and project specific assignments. Provide training as needed to end-users. 
• Provide support for business applications. 
• Perform other duties as required. 
All responsibilities are essential job functions unless noted as nonessential (N).


REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: 
• Must have or be willing to get ITIL v3 Foundations certified
• 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 solve PC related problems utilizing remote control tools. 
• Strong analytical and troubleshooting skills.


MINIMUM REQUIRED EDUCATION AND EXPERIENCE
• School diploma/certificate and 3 years IT experience; or equivalent combination of education, training and experience



Job ID: R1026648