M&A Service Desk Technician

The IQVIA Global Service Desk Merger & Acquisition (M&A) team is part of the Global Technology Operations pillar of IQVIA. We are a high performance end user IT support organization that provides enterprise technology support for end users coming in through M&A. We help the IT project team on various M&A projects to address different queries and ensure a smooth transition from the legacy company to IQVIA.

Job Overview

Under general supervision, provide high quality phone-based service desk support to end users regarding IT problems and service requests.

Essential Functions

• Must be flexible in working hours (e.g. weekday evenings, weekday overnights)
• Use remote control tools like gotoassist to solve a large percentage 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.
  
  

Qualifications

• High School Diploma or equivalent and 3 years IT experience; or equivalent combination of education, training and experience
• 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.
• Must have or be willing to get ITIL v3 Foundations certified
  
  

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role, when annualized, is $41,200.00 - $68,600.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.