Company Name:-
IQVIA

Job Location:-
Bengaluru, Karnataka

Job Summary:-
Provide first line assistance to end users of our Global Lifecycle Safety Platform ensuring accurate logging and tracking of requests

Triaging and prioritizing of tickets and assigning to the respective team to help resolve the issue.

Working on Incidents and Requests assigned to you using Service Now and Service Desk ticketing tool.

Ownership of Level 1 Service requests until closures (User Management etc.

) Excellent communication skills need to write emails or talk on incident related calls.

Assists in the development of detailed KB documentation Proactively involved in setting up open bridge calls and involving the respective teams to troubleshoot any end user critical issues raised.

Good email etiquettes.

Closely work with clients to support implementation and resolve issues.

The team works 24*7*365 and will need to work during weekend and Holidays based on the roster scheduled.

Will need to be flexible and support the team on need basis.

Need to work in shifts, 3 shifts on a rotatory basis, schedule will be shared

AM Shift (5:30 to 2:15)

PM Shift (2 to 10:30)

Night shift (10 PM to 6 AM)

Ensure the tickets are updated and need to keep the shift leads informed of any tickets that needs to be escalated for resolution.

Close liaison with second and third level teams and external vendors to work through complex support issues

Ensures adherence to relevant support SOPs and WIs that relate to the provision of end user support and can support audits as required

Implement, maintain and continually seek to improve procedures and processes used by the team

Play a key role in the communication cascade to customers, business partners and stakeholders

Perform other activities as listed or conveyed by the manager or SME’s.

Citrix account creation and expertise in handling Citrix issues.

Be flexible and ensure the SLA of tickets assigned are met.

Ensure compliance to all the trainings assigned.

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 70,00

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