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Tech / Systems Support Analyst

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Primary Location: Oeiras, Lisbon, Portugal Full time R1224365

Job description

Opportunity to join a growing project in our company based in Oeiras, Lisbon

RESPONSIBILITIES:
· Is in charge of technical assistance services and provides a first line support service; 
· Register the calls in the Help Desk Management tool according to the agreed procedures; 
· Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order; 
· Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers 
· Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer; 
· Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible; 
· Follow up the incidents until their resolution or their closing; 
· Alert the Help Desk Supervisor or Help Desk Manager in case of issue; 
· Update and complete the helpdesk knowledge database, 
· Keep himself updated on the company products; 
· Act as a reference for his colleagues; 
· Share the information with the other team members and the management; 
· Contribute to the integration of new colleagues (training, monitoring); 
· Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator); 
· As required, assist or provide training for clients. 



REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:


Education & experience:
· College certificate or equivalent experience (12 years of studies); 
· If possible, previous experience in Service Desk Operation; 
· Knowledge of Pharma industry is a plus. 


Skills & Competencies:


Mandatory skills
· Native speaker in Spanish or Fluent;
· English - Professional proficiency;
· Windows Operating System; 
· Microsoft Office. 



Mandatory Competence

· Strong Communication Skills; 
· Customer service experience; 
· Problem solving skills; 
· Ability to think logically; 
· Ability to work under pressure; 
· Team player; 
· Ability to learn quickly; 
· Empathy; 
· Thorough; 
· Methodical.

• If you're not a EU citizen you must have a resident visa or a permanent visa.

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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 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

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