Helpdesk Technician

hace 4 semanas

Madrid, España Novasyte A tiempo completo

Join us on our exciting journey

We are looking for a Technical Support Analyst German/English speaker. This role will be responsible in providing support to concerns raised by all Virtual Trials Study participant. This position will also be involved in performing troubleshooting steps for access related issues and other Tier-1 technical concerns. Further scope includes working with relevant Virtual Trials support teams such as Tier 2 and Study Concierge for concerns that require escalation.

If you want to play a key role in a multicultural, dynamic and committed fun team this could be the role for you

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 end-users, 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 team-oriented environment
- Pharma industry exposure would be a plus

We invite you to join IQVIA- Recognized by Great Place to Work as the second best company to work for in Spain (March 2019)
- FORTUNE Magazine's World's Most Admired Companies list for the third year in a row (January 2020)
- Recognized by the 2016 Scrip Awards as the Best Full-service Provider Contract Research Organization (CRO)
- Awarded the 2016 Eagle Award from the Society for Clinical Research Sites (SCRS) for the fourth consecutive year.
- A site-nominated award recognizing contract research organizations (CRO) and biopharmaceutical sponsors dedicated to building positive relationships with research sites through leadership, professionalism and integrity.
- IQVIA named in The International Association of Outsourcing Professionals (IAOP) 2017 Global Outsourcing 100® List which recognizes the world’s best service providers across a range of industries.

IQVIA is an equal opportunity employer. We make employment decisions based on qualifications and merit. We prohibit discrimination based on any unlawful consideration such as age, race, national origin, gender or other "protected status.“

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at

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