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Tech Services Support Analyst (R1011001) in Warsaw, PL at IQVIA™

Date Posted: 2/24/2018

Job Snapshot

Job Description


The IMS Services Desk provides first line support related IMS application and to Internal users across over 50+ locations around the globe.

The main function of this role is to actively participate as part of a professional team, led by an IMS Team Leader, supporting and managing end users and client support requests, incidents, and using the IT Service Management tool to maintain auditable records and track calls for internal and external clients. 


  • Answering and replying to phone calls and emails in Language and English
  • Translate customer issues/queries/requests into English within the Service Management tool so that 2nd & 3rd line teams can understand.
  • Communicate updates/questions/resolutions to customer in selected Language
  • Keep customer advised of progress and actions being taken
  • Act as a first line resource on all support issues and requests
  • Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful support service.
  • Be responsible for ensuring all calls and emails are logged accurately within the Service Management system.
  • Be a knowledgeable point of contact for customers and end users, using knowledge base information and training to follow up on open tickets and see them through to closure.
  • Escalate incidents to the relevant 2nd or 3rd line technical teams, ensuring the Team Leaders are aware of any major risks, issues or outages. 
  • Track all owned incidents escalated to other support teams to ensure that customers receive an appropriate response within reasonable timeframes and published SLAs.
  • Have a strong customer focus and the ability to operate in a challenging environment with changing priorities and deadlines.
  • Develop knowledge of new products/applications from the training provided.
  • Provide support to other teams as appropriate or directed.
  • Provide ‘How To’ guidance and training to users on common applications
  • Respond to incidents within agreed SLA
  • Keep Processes & Knowledge Base up to date.


  • Excellent communication skills both written and conversational  in Language
  • Excellent communications skill both in written and conversational skills in English
  • Must have a strong customer focus and the ability to operate in a challenging environment with changing priorities and deadlines
  • Ability to talk to all customers and provide a high quality service 
  • Be a good team player and demonstrate excellent problem solving and trouble shooting skills.
  • Proven ability to learn new products quickly and adapt to new or changing environments 
  • Excellent telephone manner (essential) 
  • Ability to understand the customer requests and record the information in the Service Management system
  • Ability to provide simple, non complex solutions to customers 
  • Ability to work to deadlines managing multiple requests 
  • Excellent team player, contributing to the support reputation


  • Excellent  level of spoken and written at least 2 Languages (French + one of following Spanish, Italian, German) in a business context in order to communicate with customers. Level C2.
  • Expert level of spoken and written English in order to communicate with managers and escalation contacts.
  • At least 1 years experience providing translation services and/or customer services, preferably to corporate customers in a multi-national organization.
  • Proven team player with experience of working with colleagues spread across multiple global locations, dealing with time zone constraints and low levels of face to face communication.
  • Proofed Knowledge of Microsoft business applications; Windows OS, Office, Outlook, Active Directory and mobile platforms e.g. smart phones, tablet/handheld devices.
  • Experience with solving issues with computer hardware and knowledge about IT communications with understanding of networking technologies including WAN / LAN / TCP/IP
  • Knowledge of Cisco products will be an asset


  • Working 5 days a week, 8 hours a day
  • Working days are Monday –Friday
  • Role requires working in shifts

Job ID: R1011001