Job Description
**Job Description:**
+ Communicate updates/questions/resolutions to customer in **English**
+ Translate customer issues/queries/requests **into English** within the Service Management tool so that 2nd & 3rd line teams can understand.
+ Using remote control tools solve 80% of issues on the first interaction with the customer.
+ Analyze problem management data to identify key trends and recommend remedial action (process improvement).
+ Be a mentor to junior staff. Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed.
+ Act as a first line resource on all support issues and requests
+ Provide support to other teams as appropriate or directed.
+ Provide ‘How To’ guidance and training to users and junior co-workers on common application issues/requests.
+ Take ownership and responsibility of each incident and request to ensure the customer experiences a proacti...
+ Communicate updates/questions/resolutions to customer in **English**
+ Translate customer issues/queries/requests **into English** within the Service Management tool so that 2nd & 3rd line teams can understand.
+ Using remote control tools solve 80% of issues on the first interaction with the customer.
+ Analyze problem management data to identify key trends and recommend remedial action (process improvement).
+ Be a mentor to junior staff. Assist with Local Office IT, Desktop Engineering, and project specific assignments as needed.
+ Act as a first line resource on all support issues and requests
+ Provide support to other teams as appropriate or directed.
+ Provide ‘How To’ guidance and training to users and junior co-workers on common application issues/requests.
+ Take ownership and responsibility of each incident and request to ensure the customer experiences a proacti...
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