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IQVIA Tech/Systems Support Analyst in Lisbon, Portugal

Opportunity to join a growing project in our company based in Oeiras, Lisbon

RESPONSIBILITIES: * *

· Is in charge of technical assistance services and provides a first line support service; 

· Register the calls in the Help Desk Management tool according to the agreed procedures; 

· Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order; 

· Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers 

· Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer; 

· Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible; 

· Follow up the incidents until their resolution or their closing; 

· Alert the Help Desk Supervisor or Help Desk Manager in case of issue; 

· Update and complete the helpdesk knowledge database, 

· Keep himself updated on the company products; 

· Act as a reference for his colleagues; 

· Share the information with the other team members and the management; 

· Contribute to the integration of new colleagues (training, monitoring); 

· Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator); 

· As required, assist or provide training for clients. 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: * *

Education & experience: * *

· College certificate or equivalent experience (12 years of studies); 

· If possible, previous experience in Service Desk Operation; 

· Knowledge of Pharma industry is a plus. 

Skills & Competencies: * *

Mandatory skills * *

· Native speaker in French or Fluent (Oral & Written) ; * *

· English - Professional proficiency;

· Windows Operating System; 

· Microsoft Office. 

* *

Mandatory Competence * *

· Strong Communication Skills; 

· Customer service experience; 

· Problem solving skills; 

· Ability to think logically; 

· Ability to work under pressure; 

· Team player; 

· Ability to learn quickly; 

· Empathy; 

· Thorough; 

· Methodical.

If you're not a EU citizen you must have a resident visa or a permanent visa .

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At IQVIA, 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. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com .

IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.

To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.

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