Tech/services Support Analyst

hace 3 semanas

Madrid, España Novasyte 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 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

LI-SM3

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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