Tech/Systems Support Analyst

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

Role Purpose

Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assures Help Desk Analyst (Level I Analyst) awareness.

Job Responsibilities

• Adhere strictly to shift schedule.


• Flexibility to changes in shift schedules.


• Provide comprehensive Customer/Technical support services to support center customers by phone and or email.


• Take all steps to troubleshoot issues reported to them and resolve or elevate to next level of support.


• Use all available Knowledge Management Tools during processing.


• Take all necessary steps to ensure customer satisfaction at the end of the service.


• Create and submit detailed call/email logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call /email logging components.


• Confirm and update customer profile information as needed.


• Act as first point of escalation for Help Desk Analyst (Level I Analysts) and be knowledgeable on client specific workflow.


• Promptly notify management of any potentially "dissatisfied" customers.


• Follow all documented escalation procedures, including hand off times, for issues requiring counterpart intervention.


• Confer with Team Lead to identify trending problems and work to develop solutions to open issues.


• Follow all documented procedures to handle open calls/tickets, including monitoring open call/ticket queues, placing follow ups, etc.


• Proactively seek and possess business acumen for all clients (internal and or external) supported.


• Maintain proficiency in all applications utilized by clients supported.


• Organize and utilize all support resources provided including emails, documentation, contact lists, etc.


• Assist in the mentoring of Level I Analysts Backup role.


• Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence.


• Perform customer support related tasks and special projects as assigned by management.

Job Requirements

• College graduate. (min. 4 year course) or equivalent work experience.


• Call center or sales skills and experience.


• Minimum of 12-18 months of Level I Help Desk/Technical Support experience preferred.


• Excellent verbal and written communication skills.


• Customer Service Skills.


• Microsoft Office Suite, Windows Operating Systems, and Internet applications.


• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.


• Candidate must be willing to work in shifting schedule.

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 committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.