Service Desk Technician

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.PURPOSE:Under general supervision, provide high quality phone-based service desk support to end users regarding IT problems and service requests.RESPONSIBILITIES: Must be flexible in working hours (e.g. weekday evenings, weekday overnights) Using remote control tools solve 75% of incident calls on the first interaction with the customer. Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem. Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures. Provide management with information on problems that are severe in nature or that are exceeding target dates. Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services. Provide assistance in the areas of site support, and project specific assignments. Provide training as needed to end-users. Provide support for business applications. Perform other duties as required.All responsibilities are essential job functions unless noted as nonessential (N).REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: Must have or be willing to get ITIL v3 Foundations certified Working knowledge of Microsoft server, workstation and networking technologies. Working knowledge of industry standards with regards to system and network administration. Possess excellent verbal and written communication skills. Ability to solve PC related problems utilizing remote control tools. Strong analytical and troubleshooting skills.MINIMUM REQUIRED EDUCATION AND EXPERIENCE School diploma/certificate and 3 years IT experience; or equivalent combination of education, training and experienceJoin UsMaking 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/DisabledIQVIA, 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 [email protected] to arrange for such an accommodation.At IQVIA, we have a vision. Where every healthcare decision is based on evidence. Where data science and human science come together to improve global health. Where new and creative solutions aren’t just possible – they are expected.Thank you for your interest in growing your career with us. It takes insight, curiosity, and intellectual courage to transform healthcare. The 56,000+ employees of the IQVIA family of companies, including Q2 Solutions, are reimagining a world without the consequences of disease. We are brave minds bringing powerful ideas to reality. At IQVIA, you can truly make an impact in an environment where you’re supported to succeed.