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Role Purpose:

The main function of this role is to actively participate as part of a professional team, supporting and managing end users and client support requests, supporting fellow team, and using the IT Service Management tool to maintain auditable records and track IT support contacts for internal clients.

Job Description:

• Communicate updates/questions/resolutions to customer in SPANISH and English.
• Translate customer issues/queries/requests into English within the Service Management tool so that 2nd & 3rd line teams can understand.
• Using remote control tools solve 83% of issues on the first interaction with the customer.
• Analyze problem management data to identify key trends and recommend remedial action (process improvement).
• 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/requests
• Take ownership and responsibility of each incident and request to ensure the customer experiences a proactive and helpful support service.
• Participate on global and regional project teams.
• Keep processes, knowledgebase up-to-date.
• Work on continual service improvement objectives as given by line manager.
• Perform other duties as required.

Job Requirement:

• Bachelor’s Degree in Computer Science / related field or School diploma and 3 years IT experience in a network environment utilizing PC / server software; or equivalent combination of education, training and experience.
• Knowledge of Microsoft Server, Workstation and network technologies.
• Knowledge of industry standards in regards to system and network administration.
• Ability to solve PC related problems utilizing remote control tools.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting skills.
• Extensive use of telephone and face-to-face communication requiring accurate perception of speech.
• Extensive use of keyboard requiring repetitive motion of fingers.
• Regular sitting for extended periods of time.
• Amenable to work onsite at least 3 to 4 days a week
• Amenable to work in shifting schedule and during weekend

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