Why work for IQVIA™?Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.
Around the world healthcare stakeholders are working to improve real-world patient outcomes through treatment innovations, care provision and access to healthcare.
For the information, technology and service solutions they need to drive new insights and approaches, they count on IQVIA.
With a global team of 55,000, in more than 100 countries, all committed to making the potential of Human Data Science a reality, and we are actively hiring, we harness insights, commercial and scientific depth, and executive expertise to empower clients to achieve some of their most important goals : Improving clinical, scientific and commercial results.
Realizing the full potential of innovations. And, ultimately, driving healthcare forward. With extensive therapeutic, scientific and analytical expertise, we help biopharmaceutical and health sciences customers navigate the increasingly complex landscape with more predictability to enable better outcomes.
We provide our employees with the best training imaginable to advance their careers with IQVIA : o Best CRA training in the business customized to your experience level;
o Electronic Data Capture training puts you at front of industry;o Online learning system train at your preferred pace;o Technical training as well as soft skills courses;
o Only company in the industry able to award project management certification by Project Management Institute (PMI).Besides all the benefits for our employees, there are many resources available to employees to encourage a work-
life balance to enable them to become the best they can be in their work life as well as their personal life.We are looking for Service Desk Analysts for the European Centre of Excellency.
Opportunity to join a growing project in our company.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 customersReport 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 skillsNative speaker in Italian or Fluent;
English - Professional proficiency;Windows Operating System;Microsoft Office.Mandatory CompetenceStrong 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.Availability : Immediate.A free shuttle service provided from Marquês de Pombal to our facility.
The selected candidates will be contacted within a maximum of 15 working days.