Job Information
IQVIA Service Desk Technician Specialist in Overland Park, Kansas
We are looking for a Service Desk Technician Specialist to join us at our Overland Park, KS facility.
This is a HYBRID role (Some office-based work is required out of our Overland Park, KS location, some home-based).
You will provide first-line support to IQVIA employees in order to help resolve their computer software, hardware and networking problems.
To do this you would be involved in installing, configuring, customizing, troubleshooting, upgrading, integrating and maintaining software workstations, software applications, printers, wireless devices, hand-held devices, network configuration and firewalls.
Ensuring IQVIA's 91,000+ global employees IT tools and equipment are functioning effectively is crucial in order for us to help make the world a healthier place. In this role, you could play a major part in helping us do this!
Your Responsibilities:
Lead small projects within the team such as FCR increases, Customer Satisfaction Increases, GoToAssist Licensing, etc
Work as a Subject Matter Expert (SME) within the Service Desk and mentor other employees
Help with administrative duties including staff scheduling and vacation, holiday planning
Provide first level support and convey resolution to customer issues
Provide white-glove support to escalations
Provide accurate escalation of unresolved queries to the next level of support team
Track, Route and redirect Problems to correct resources
Utilize excellent customer service skills and exceed customers’ expectations by speaking to customers over calls, chats and email
Your Skills and Experience:
Associate's Degree is preferred but not essential, equivalent experience will be considered
5 years of Information Technology experience
5 years of Customer Service experience
Good typing speed (minimum 40 WPM and 98% accuracy)
Good knowledge about Operating Systems, ISP, Hardware, Networking and Outlook
Logical thinker
Good analytical and problem solving skills
Good interpersonal and customer care skills
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 https://jobs.iqvia.com
We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe
As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status
EEO Minorities/Females/Protected Veterans/Disabled