IQVIA is seeking a Senior Service Desk Technician to deliver first-line technical support, resolve customer issues remotely, and mentor junior colleagues. In this role, you will be a key resource for support issues and contribute to global and regional projects.
What You'll Do
- Communicate updates, questions, and resolutions to customers in English.
- Translate customer issues, queries, and requests into English within the Service Management tool.
- Use remote control tools to solve 80% of issues on the first interaction.
- Analyze problem management data to identify key trends and recommend remedial action.
- Mentor junior staff members.
- Assist with Local Office IT, Desktop Engineering, and project-specific assignments as needed.
- Act as a first-line resource on all support issues and requests.
- Provide support to other teams as appropriate or directed.
- Provide ‘How To’ guidance and training to users and junior co-workers on common application issues.
- Take ownership and responsibility of each incident and request to ensure proactive support.
- Participate on global and regional project teams.
- Keep processes and the knowledgebase up-to-date.
- Work on continual service improvement objectives as given by line manager.
What We're Looking For
- Bachelor’s Degree in Computer Science or a related field, or a School diploma and 2 years of IT experience in a network environment utilizing PC/server software; or an equivalent combination.
- Knowledge of Microsoft Server, Microsoft Workstation, and network technologies.
- Knowledge of industry standards in system and network administration.
- Ability to solve PC-related problems using remote control tools.
- Excellent verbal and written communication skills.
- Strong analytical and troubleshooting skills.
- Willingness to work a shifting schedule and during weekends.
- Willingness to report to the office in McKinley Taguig 3 to 4 times a week.
Technical Stack
- Microsoft Server
- Microsoft Workstation
- Network technologies
- Remote control tools
- Service Management tool
Work Mode
This is a hybrid position based at the McKinley Taguig location.
