Sr Service Desk Tech
About The Position
Tier 2 IT Support role providing second‑line technical assistance to company employees for software, hardware, and networking issues Acts as an escalation point for complex technical problems while also supporting Tier 1 activities as needed to ensure timely issue resolution Supports Windows and macOS environments , including installation, configuration, troubleshooting, and maintenance of end‑user systems Manages and supports workstations, software applications, printers, wireless devices, and handheld devices Provides support to a global user base during overnight hours aligned with EMEA and APAC regions Operates within a 24/7 IT support environment , ensuring service continuity and user satisfaction IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
Requirements
- Associate’s Degree in Information Technology or a related field (preferred)
- 2–4 years of experience working in an IT support or service desk environment
Responsibilities
- Provide first- and second-level IT support to end users and clearly communicate issue resolution
- Act as a Tier 2 escalation point for more complex technical issues while assisting Tier 1 support as required
- Accurately escalate unresolved issues to higher‑level support teams following established procedures
- Track, route, and redirect incidents and service requests to appropriate technical resources
- Deliver exceptional customer service , consistently meeting or exceeding user expectations
- Demonstrate strong client‑facing communication skills across all support interactions
- Perform advanced troubleshooting while effectively multitasking in a fast-paced environment
- Support users through Microsoft Teams calls, chats, and email
- Maintain a typing speed of at least 40 WPM with 98% accuracy
- Apply strong working knowledge of: Operating systems (Windows and macOS) Networking fundamentals and ISP concepts Hardware and peripheral devices Microsoft Outlook
- Utilize strong analytical and problem‑solving skills to diagnose and resolve issues efficiently
- Exhibit excellent interpersonal and customer care skills
- Maintain flexibility to work overnight shifts supporting EMEA and APAC regions
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
