Call Center Level 1 Support
Dubai, United Arab Emirates
Job Description
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Job Overview
Under general supervision, provide high quality phone-based service desk support to end users regarding IT problems and service requests.
Under general supervision, provide high quality phone-based service desk support to end users regarding IT problems and service requests.
Essential Functions
- Must be flexible in working hours (e.g. weekday evenings, weekday overnights)
- Use remote control tools like gotoassist to solve a large percentage 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.
Qualifications
- High School Diploma or equivalent and 3 years IT experience; or equivalent combination of education, training and experience
- 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 troubleshooting skills.
- Must have or be willing to get ITIL v3 Foundations certified
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible \xe2\x80\x93 to help our customers create a healthier world. Learn more at
https://jobs.iqvia.com
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Job Detail
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Job IdJD1640816
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned