Service Desk Techn (R1102317) in Tampa, FL at IQVIA™

Date Posted: 10/23/2019

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Job Description:
Provide quality level support for the Service Desk that is provided to our clients.
Ensures that service levels are achieved.
Ensures that customer expectations are met or exceeded.
Provide effective customer service for ensuring by meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to and requirements are met.                                                                                                                                                                                               
Responsibilities:                                                                                                                                                                            
• Provide Tier 1 support for requests, incidents and problems. Escalate and coordinates urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.

• Configure hardware, devices, peripherals, services, settings, directories, storage, etc. according to standards and project/operational requirements; participate in PC imaging process

• Provide user account, passwords and access as requested

• Maintain end-user installation and configuration procedures, documentation and training information

• Perform routine monitoring of systems, standard processes and scheduled jobs

• Assist in repair and recovery from hardware or software failures and system outages; coordinate and communicate with impacted constituencies

• Log all Service Desk interactions through an ITIL based ticketing system such as ServiceNow.

• Maintain and manage the setup, configuration, maintenance and monitoring of assigned equipment

• Resolution of problems related to system or application issues, including OS, MS Office and other supported applications.

• Provide first level support for PC related problems that is documented through a Knowledge Based Articles.

• Report to a manager all request, incident and problem tickets to identify ticket trends.  

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.



Job ID: R1102317