Hybrid Full-time

IQVIA is hiring a Sr Service Desk Techn

About the Role

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.

Required Skills
Microsoft ServerMicrosoft WorkstationNetwork TechnologiesRemote Control ToolsService Management ToolIT SupportTroubleshootingIncident ManagementCustomer ServiceTechnical Documentation
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About company
IQVIA

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries.

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Job Details
Category infrastructure
Posted 7 months ago