Tech/services Support Analyst

hace 4 días

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 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

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