Associate Manager, IT Service Desk (R1061171) in Amsterdam, NL at IQVIA™

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

IQVIA is seeking a skilled Associate Manager, IT Service Desk with a passion for customer satisfaction, strong leadership skills and attention to detail.

The application support team is responsible for providing exemplary service to clients in handling technical inquiries and maintaining the stability of all Compliance Software Products.

The Application Support Lead will focus on Global Support for one of our largest pharmaceutical clients.

Responsibilities:

• Day to day orchestration of Support Analysts to ensure that ticket management process, SLA's and effective communication are taking place across all the different stakeholders across the world.
• Mentor the Global team as a ITIL SME
• Orchestrate Problem Management 
• Orchestrate the resolution of Major Incidents
• Review ticket backlog on a daily basis to ensure that process is being made and we can address any potential escalation on a proactive manner.
• Develop the client relation from the Service Delivery point of view
• Manage Client and internal escalations

Our ideal candidate will have:

• Bachelor’s Degree in technology or equivalent experience
• 1+ year of team leadership experience
• 3+ years of external customer facing experience in a software support environment
• Experience of ITIL compliant incident, problem and change service management
• Excellent written and verbal communication skills
• Demonstrated ability dealing with escalated customer issues
• Creative problem-solving abilities and a passion for innovation
• Ability to effectively influence and communicate cross-functionally; comfortable communicating complex concepts to others having diverse levels of seniority and technical competence
• Ability to multi task, prioritize work and adapt during pressured situations
• Basic SQL, HTML / CSS knowledge a plus
• Advanced MS Excel

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™