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Service Desk Analyst (R1039199) in Blue Bell, PA at IQVIA™

Date Posted: 1/7/2019

Job Snapshot

Job Description

Job Description: Service Desk Analyst

Position Summary

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


Responsible for providing technical assistance to Wingspan 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.


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

Job ID: R1039199