Tier 1 Helpdesk Support, English-Speaking
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Job Description
Provide Tier 1 Helpdesk support in Madrid for English-speaking users on a 6-month contract with IQVIA, a global provider of healthcare intelligence.
Responsibilities:
- Provide Tier 1 support in a Helpdesk environment
- Identify requests from end-users
- Categorize and record reported queries and provide solutions
- Support problem identification
- Process user account creation, modification, and deactivation
- Perform identity verification and entitlement validation prior to executing requests
- Maintain and update user access across systems such as directory services, applications, and client platforms
- Ensure compliance with least privilege principles and client security requirements
- Escalate unresolved problems to a higher level of support
- Manage customer service or service desk functions
- Act as a point of contact for support service users and customers
- Log, categorize, and prioritize requests according to classification standards
- Ensure adherence to Service Level Agreements (SLA)
Requirements:
- English Speaker
- 3 years of call center experience
- Account management experience preferred (example: Active Directory Access, Application Access, etc.)
- Helpdesk / Technical Support account is required
- Strong command of the English Language both spoken and written
- Amenable in shifting schedules
- Understands his / her key performance indicators
- Understand the relationship of work quality and how it impacts efficiency
- Dedicated at work – no Attendance issue with previous employers
- Ability to multi – task and work on holidays / Saturdays and Sundays
- Good stint in previous organizations – not a call center hopper
- Ability to work with other team members
- Helpdesk / Technical Support background
- Understanding of technical troubleshooting (example: Active Directory, LAN, Sound Card, Routers, etc.)
- Strong logic formulation or thought process
- High average typing skills = 50 words per minute
- Good critical thinking
- Ability to work with a high level of accuracy and very keen to details
Benefits:
- Diversity is our way of life!
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