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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