Tech/services Support Analyst

hace 1 semana


En remoto, España IQVIA A tiempo completo

Location:
Lisbon, Portugal

Role:


As Tech/Services Support Analyst, your role would typically involve providing technical support and assistance to end-users, customers, or internal teams within the organization.

The role will involve troubleshooting software or hardware issues, assisting with system configurations, managing user accounts, and resolving technical issues in a timely and efficient manager.

You may also be responsible for documenting issues and solutions and providing training to end-users as needed. Additionally, you may collaborate with other IT professionals to identify and implement process improvements, system enhancements and best practices.

Your responsibilities will include:

  • Being in charge of technical assistance services and provides a first line support service;
  • Registering the calls in the Help Desk Management tool according to the agreed procedures;
  • Providing remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order;
  • Reporting the customers' problems to the relevant department, identifies and communicate the solution to the customer;
  • Involving the company's technical assistance resources for a customer service visit when a remote solution is not possible;
  • Following up the incidents until their resolution or their closing;
  • Alerting the Help Desk Supervisor or Help Desk Manager in case of issue;
  • Updating and complete the helpdesk knowledge database,
  • Keeping himself updated on the company products;
  • Acting as a reference for his colleagues;
  • Sharing the information with the other team members and the management;
  • Contributing to the integration of new colleagues (training, monitoring);
  • Contributing to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);
  • As required, assisting or providing training for clients.

Skills & Competencies:

  • Fluent command of English and Italian
  • Strong communication skills, to effectively communicate with endusers, customers and team members
  • Experience in Service Desk Operations preferred
  • Customer service orientation and ability to provide exceptional customer support
  • Ability to work independently and collaboratively in a teamoriented environment
  • Pharma industry exposure would be a plus
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