Service Desk Support at QuintilesIMS

Job description

PURPOSE

Under general supervision, provide phone based service desk support to end users regarding IT problems and service requests.

Responsibilities

• Using remote control tools solve 70% of incident calls on the first interaction with the customer.
• Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem.
• Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
• Provide management with information on problems that are severe in nature or that are exceeding target dates.
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services.
• Provide assistance in the areas of site support, and project specific assignments. Provide training as needed to end-users.
• Provide support for business applications.
• Perform other duties as required.

All responsibilities are essential job functions unless noted as nonessential (N).

Required Knowledge, Skills And Abilities

• Working knowledge of Microsoft server, workstation and networking technologies.
• Working knowledge of industry standards with regards to system and network administration.
• Possess excellent verbal and written communication skills.
• Ability to solve PC related problems utilizing remote control tools.
• Strong analytical and trouble shooting skills.

Minimum Required Education And Experience

• School diploma / certificate and
• 3 years IT experience; or equivalent combination of education,
• training and experience

Physical Requirements

• Extensive use of telephone and face-to-face communication requiring accurate perception of speech
• Extensive use of keyboard requiring repetitive motion of fingers
• Regular sitting for extended periods of time
• Ability to bend, stoop, crawl and lift up to 60 pounds
• Occasional travel may be required

Additional Requirements

May be required to perform duties outside working hours. This will be managed according to the applicable country legislation.