Service Desk Techn - FTC

Job Overview Under general supervision, the Service Desk Techn - FTC will provide high-quality phone-based and remote IT support in English to end users for IT incidents, service requests, and business application issues. This role will primarily support Mergers & Acquisitions (M&A) activities, while also providing secondary adhoc support to the Global IT Service Desk (GITSD) operations as needed. The role is expected to support a 12-month contract duration and requires flexibility in working hours, including weekday mid-shift coverage, evening support, occasional overtime, and possible overnight support depending on business needs. ________________________________________ Role Allocation Primary Role: Mergers & Acquisition Support The primary responsibility of this role is to support M&A, providing dedicated IT Service Desk support for users impacted by merger and acquisition activities. This includes assisting with access issues, workstation and application support, remote troubleshooting, onboarding-related IT concerns, and other service desk requirements related to the M&A project. Secondary Role: Adhoc Support As a secondary responsibility, the role will provide adhoc support to the Global IT Service Desk. This includes assisting with regular GITSD incident handling, service requests, queue support, escalation routing, and end-user troubleshooting across calls, chats, and emails when required by operational demand. ________________________________________ Essential Functions Provide first-level and second-level IT support to end users through phone, chat, email, and remote support tools. Deliver dedicated support for Project Eureka M&A-related activities, ensuring timely resolution of incidents and service requests. Use remote control tools such as GoToAssist to troubleshoot and resolve a large percentage of incidents during the first interaction with the customer. Troubleshoot and support computer software, hardware, networking, printers, wireless devices, handheld devices, workstation configurations, and business applications. Analyze information from monitoring tools, reporting systems, and user-reported symptoms to identify root cause and perform the necessary steps to resolve issues. Accurately track, route, redirect, and escalate unresolved issues to the appropriate next-level support teams. Maintain ownership of assigned tickets and ensure proper documentation, ticket updates, resolution notes, and closure details. Provide management with timely updates on issues that are severe in nature, business-impacting, or at risk of exceeding target resolution dates. Adhere to established IT policies, procedures, standards, and information security requirements. Maintain a strong working knowledge of the day-to-day operating environment, available support tools, client applications, Service Desk processes, and IT Operations procedures. Utilize strong customer service skills to provide a positive support experience and meet or exceed customer expectations. Support GITSD adhoc operational needs, including queue management, incident handling, service request fulfillment, and escalation support. Perform other duties as required by the project or operational leadership team. ________________________________________ Required Skills and Competencies Strong English verbal and written communication skills. Good client-facing, interpersonal, and customer service skills. Strong analytical, troubleshooting, and problem-solving skills. Ability to diagnose and resolve PC, software, hardware, network, and access-related issues using remote support tools. Working knowledge of Microsoft workstation environments, Outlook, basic networking, operating systems, ISP-related troubleshooting, and common business applications. Ability to work through calls, chats, and emails while maintaining professionalism and accuracy. Ability to multitask in a fast-paced Service Desk environment. Good typing speed, preferably minimum 40 WPM with 98% accuracy. Flexible and willing to work in a shifting schedule, including mid-shift, evenings, occasional overtime, and 24/7 operational coverage when required. Ability to follow standard operating procedures while applying sound judgment during troubleshooting and escalation. ________________________________________ Qualifications Bachelor’s Degree in Computer Science / related field or School diploma At least 1–2 years of customer support or IT support experience required; 2–4 years of IT support experience preferred. Equivalent combination of education, training, and relevant experience may be considered. Working knowledge of Microsoft workstation support and basic networking technologies. Familiarity with industry standards related to system, network, and workstation administration. Experience using remote support tools and ticketing systems is preferred. Prior Service Desk, IT Operations, or M&A project support experience is an advantage. Amenable to work on hybrid setup at least 3 time a week RTO Amenable to work on shifting schedule Amenable to work on a 1-year contract 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 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.