Job Overview Provides first-line support to company employees to resolve computer software, hardware and networking problems. Installs, configures, customizes, troubleshoots, upgrades, integrates and maintains software workstations, software applications, printers, wireless devices, hand-held devices, network configuration and firewalls for end-users. Essential Functions • Reviews agent metrics and meets with agents regularly to discuss performance • Signs time cards • Review calendar schedule for shifts and works with respective team leads for consistency • Responsible for building and reviewing, sending Service Now data/ticket reports to Sr. leadership • Continues to mentor and coach jr staff • Works with Sr. leadership to develop developmental goals for agents • Works with Sr. leadership to develop "SMART" goals for all agents • Able to drive escalations to a resolution by engaging multiple teams within IQVIA • Able to lead small projects within the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc. • Able to work and lead small teams for a specific result • Services as SME within the Service Desk and answers questions form more jr. staff • Able to help with administrative duties including staff scheduling and vacation, holiday planning • Provide first Level Second level of support and convey resolution to customer issues • Accurate escalation of unresolved queries to the next level of support team • Track, Route and redirect Problems to correct resources • Utilize excellent customer service skills and exceed customers’ expectations • Strong client-facing and communication skills • Advanced troubleshooting and multi-tasking skills • Should possess strong technical background, additionally • Ability to deal with users through Calls, Chats and Email • Should have prior technical support experience. • Good typing speed (minimum 40 WPM and 98% accuracy). • Logical thinker • Good analytical and problem solving skills • Up-to-date technical knowledge • Good interpersonal and customer care skill • Flexible in working 24/7 environment Qualifications • Associate's Degree preferred • 5-6 yrs of Service Desk or Information Technology Experience • 5-6 yrs of Customer Service Experience 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 IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide. To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us. EEO Minorities/Females/Protected Veterans/Disabled