Job Description

Essential Functions

• Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems
• Responsible for meeting specified service level standards.
• Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
• Develop and maintain technical support documentation and training materials and assist in the development of standard operating procedures.
• Adhere to established IT policies, procedures and standards and ensure conformance with information systems, goals and procedures
• Participate on global and regional project teams.
• 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.
• Maintain IT Asset register
• Perform other duties as required.
• May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.
• Escalate more complex problems to appropriate level of management and provide information on problems that are severe in
• nature or that are exceeding target dates.
• Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction
• Provide training to end-users when indicated.
• Knowledge share with team members in areas such as problem resolution, communication, etc.
• 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.
• Perform other duties as required.
• Maybe required to perform duties outside working hours. This will be managed according to the applicable country legislation
• Provide support to APAC leadership sitting in Singapore

Qualifications

• Bachelor's Degree in Computer Science or related field Req
• 3 years experience of in supporting an end user environment, including VIP support
• Working knowledge and experience in supporting Windows OS, Mac OS, IOS and Microsoft suite of office products
• Experience in service desk application and model of support
• Possess strong customer service, interpersonal skills and telephone etiquette
• Possess excellent verbal and written communication skills. Advanced
• Ability to establish and maintain effective working relationships with coworkers, managers and clients. Advanced
• Able to prioritize and balance competing needs

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com