Help Desk Tech & Systems Support Analyst (Shift)

IQVIA; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

IQVIA is hiring a Help Desk Analyst to resolve incoming requests via phone and email within service levels and to handle Level 1 escalations, including medical emergencies. The role supports the Team Lead in monitoring issues reported by the field and ensures Help Desk Analysts are aware of client workflows.

The candidate will work in a shifting schedule, provide technical and customer support, document interactions, and help improve processes and customer satisfaction across IQVIA’s life

Qualifications

• Minimum 12–18 months of Level I Help Desk/Technical Support experience preferred.
• Excellent verbal and written communication skills.
• Call center or sales skills and experience.
• Willingness to work in shifting schedules.
• Proficiency with MS Office, Windows and Internet applications.

Responsibilities

• Adhere strictly to shift schedule.
• Provide comprehensive customer/technical support by phone or email.
• Troubleshoot issues and escalate when needed.
• Use Knowledge Management Tools during processing.
• Ensure customer satisfaction and log detailed call/email records.
• Update customer profiles and act as first escalation point for Level I Analysts.
• Notify management of dissatisfied customers and follow escalation procedures.
• Monitor open calls/tickets and pursue follow ups.
• Mentor Level I Analysts Backup and assist HD Supervisor in their absence.
• Perform customer support tasks and special projects as assigned.

Skills

Call center skills

Verbal communication

Written communication

Customer service

Problem solving

Organizational skills

Judgment in CS scenarios

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Windows OS

Internet applications

Job description

IQVIA is hiring a Help Desk Analyst to resolve incoming requests via phone and email within service levels and to handle Level 1 escalations, including medical emergencies. The role supports the Team Lead in monitoring issues reported by the field and ensures Help Desk Analysts are aware of client workflows.

The candidate will work in a shifting schedule, provide technical and customer support, document interactions, and help improve processes and customer satisfaction across IQVIA’s life