IT Service Delivery Specialist

6 days ago


Taguig, National Capital Region, Philippines IQVIA Argentina Full time

The Opportunity

IQVIA Argentina is seeking a skilled IT Service Delivery Specialist to join our team. As a member of our team, you will be responsible for providing first-line support to company employees to resolve computer software, hardware, and networking problems.

Duties and Responsibilities

  1. Reviews agent metrics and meets with agents regularly to discuss performance.
  2. Signed time cards.
  3. Reviews calendar schedule for shifts and works with respective team leads for consistency.
  4. Responsible for building and reviewing, sending Service Now data/ticket reports to Sr. leadership.
  5. Continues to mentor and coach junior staff.
  6. Works with Sr. leadership to develop developmental goals for agents.
  7. Works with Sr. leadership to develop 'SMART' goals for all agents.
  8. Able to drive escalations to a resolution by engaging multiple teams within IQVIA.
  9. Able to lead small projects within the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc.).
  10. Able to work and lead small teams for a specific result.
  11. Serves as SME within the Service Desk and answers questions from more junior staff.
  12. Able to help with administrative duties including staff scheduling and vacation, holiday planning.
  13. Provides first and second level of support and conveys resolution to customer issues.
  14. Accurate escalation of unresolved queries to the next level of support team.
  15. Tracks, routes, and redirects problems to correct resources.
  16. Utilizes excellent customer service skills and exceeds customers' expectations.
  17. Strong client-facing and communication skills.
  18. Advanced troubleshooting and multi-tasking skills.
  19. Should possess strong technical background.
  20. Ability to deal with users through calls, chats, and email.
  21. Should have prior technical support experience.
  22. Good typing speed (minimum 40 WPM and 98% accuracy).
  23. Logical thinker.
  24. Good analytical and problem-solving skills.
  25. Up-to-date technical knowledge.
  26. Good interpersonal and customer care skills.
  27. Flexible in working 24/7 environment.

Requirements

  1. Associate's Degree preferred.
  2. 5-6 years of Service Desk or Information Technology Experience.
  3. 5-6 years of Customer Service Experience.


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