Iqvia
Tier1HelpdeskSupport(EnglishSpeaking)
“Tier 1 Helpdesk Support (English-Speaking) at Iqvia. Skills: Helpdesk Support, Technical Support, Account Management. Identify requests being provided by end users. Categorize and record reported queries”
What You'll Achieve.
Understands his / her key performance indicators; Understand the relationship of work quality and how it impacts efficiency
Industry & Context.
logic formulation or thought process; critical thinking
Amenable in shifting schedules, Ability to work on holidays / Saturdays and Sundays, Fixed-Term, 6 Months
What They're Looking For.
Must Have
English Speaker, 3 years of call center experience, Helpdesk / Technical Support account is required, command of the English Language both spoken and written, Amenable in shifting schedules, Understands his / her key performance indicators, Understand the relationship of work quality and how it impacts efficiency, Dedicated at work, Ability to multi – task and work on holidays / Saturdays and Sundays, Had a good stint in the from previous organizations, Ability to work with other team members, Helpdesk / Technical Support background, understands technical troubleshooting, logic formulation or thought process, High average typing skills = 50 words per minute, good critical thinking, Ability to work with a high level of accuracy and very keen to details
Nice to Have
account management experience
What You'll Do.
Identify requests being provided by end users
Categorize and record reported queries
Provide solutions to reported queries
Support problem identification
Process user account creation
Process user account modification
Process user account deactivation
Perform identity verification
Perform entitlement validation
Maintain user access across systems
Update user access across systems
Ensure access provisioning complies with least privilege
Ensure access provisioning complies with client security
Escalate unresolved problems to higher support
Manage customer service functions
Manage service desk functions
Act as point of contact for service users
Act as point of contact for customers
Log requests in accordance with standards
Categorize requests in accordance with standards
Prioritize requests in accordance with standards
Ensure adherence to Service Level Agreements
Ensure adherence to escalation timelines
Maintain ownership of tickets
Monitor issues from start to resolution
Advise users on appropriate course of action
How You'll Work.
Team & Collaboration
Ability to work with other team members
Communication Scope
English Speaker; command of the English Language both spoken and written
Applying for this Tier 1 Helpdesk Support (English-Speaking) role?
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