Hybrid Help Desk Pro: Tech & Systems Support

IQVIA Argentina; Philippines; Hybrid; PHP 240,000 - 420,000; Full time

Job summary

IQVIA Philippines is seeking a Level I Help Desk Analyst to resolve incoming requests and support field issues in a hybrid environment. You will handle calls and emails within service levels and assist the Team Lead in monitoring support issues.

You will troubleshoot, document interactions, escalate when needed, and maintain proficiency with client applications while ensuring customer satisfaction and accurate logs. Shift flexibility and strong communication are essential.

Qualifications

• 12–18 months of Level I Help Desk/Technical Support experience preferred.
• Excellent verbal and written communication skills.
• Customer service skills.
• Proficient with MS Office, Windows OS, and Internet applications.
• Willing to work in shifting schedule and in hybrid setup.

Responsibilities

• Provide comprehensive Customer/Technical support to support center customers by phone and/or email.
• Troubleshoot issues and resolve or escalate to next level of support.
• Use Knowledge Management Tools during processing.
• Ensure customer satisfaction and maintain detailed call/email logs.
• Act as first escalation for Level I Analysts and assist Team Lead; monitor queues and mentor where needed.
• Follow escalation procedures and notify management of dissatisfied customers.
• Document interactions and update customer profile information as required.

Skills

Call center experience

Customer service

Excellent verbal and written comms

Microsoft Office Suite

Windows OS

Problem solving

Education

Bachelor's degree

Tools

Microsoft Office

Windows OS

Job description

IQVIA Philippines is seeking a Level I Help Desk Analyst to resolve incoming requests and support field issues in a hybrid environment. You will handle calls and emails within service levels and assist the Team Lead in monitoring support issues.

You will troubleshoot, document interactions, escalate when needed, and maintain proficiency with client applications while ensuring customer satisfaction and accurate logs. Shift flexibility and strong communication are essential.