Tech/Systems Support Analyst

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

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 escalater 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 work flow.
• 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.
• Amenable to work on a hybrid set up

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.