Service Desk Analyst (R1021687) in Blue Bell, PA at IQVIA™

Date Posted: 5/20/2018

Job Snapshot

Job Description

Position Summary

  • Respond to all trouble calls concerning on-line services, network or end-user related problems.
  • Provide an interface for end-users seeking assistance.
  • Document problem calls and either solves or ensures timely escalation to appropriate support levels.
  • Follow established processes for ticket handling and resolution.

Responsibilities

  • Responsible for providing technical assistance to IQVIA clients.
  • Specialists are responsible for answering questions or resolving computer problems for clients via telephone, web conference or from a remote location.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities according to all relevant Wingspan policies.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Success Criteria

  • Prompt resolution of client issues.
  • High degree of client satisfaction.

Education / Experience

  • Associates degree or equivalent experience is required.

Skills

  • 1 to 2 years of professional experience in maintenance, programming, and diagnosing failures in computer and/or telecommunications systems 
  • Verbal and written communication skills, problem solving skills, customer service and interpersonal skills 
  • Ability to work independently and manage one's time 
  • Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software 
  • Required working knowledge and support experience in the following areas: 

Software: Microsoft Office (latest versions), Windows 7, Internet Explorer and/or Google Chrome, Microsoft Exchange / Outlook
 

Hardware: Desktops, Laptops, Printers and Scanners


Reports To: Service Desk Manager


#LI-CS1



Job ID: R1021687