[Hiring] Tier 1 Helpdesk Support @IQVIA

Role Description

Join us on our exciting journey! We are building an amazing team of English-speaking Helpdesk professionals to join our Madrid Production Hub on a 6-month contract and provide Tier 1 support. Diversity is our way of life!

• Identify requests being provided by 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 all access provisioning complies with least privilege principles and client security requirements.
• Escalate unresolved problems to a higher level of support if needed.
• Manage one or more customer service or service desk functions.
• Act as a point of contact to support service users and customers reporting issues, requesting information, access, or other services.
• Log, categorize, and prioritize requests in accordance with incident/request classification standards.
• Ensure adherence to defined Service Level Agreements (SLA) and escalation timelines.
• Maintain ownership of tickets from initiation through resolution/closure.
• Monitor issues from start to resolution.
• Advise users on appropriate course of action.

Qualifications

• English Speaker.
• At least 3 years of call center experience, preferably with account management experience (e.g., Active Directory Access, Application Access).
• Helpdesk / Technical Support account is required.
• Strong command of the English Language both spoken and written.
• Amenable to shifting schedules.
• Understands key performance indicators.
• Understands the relationship of work quality and how it impacts efficiency.
• Dedicated at work – no attendance issues with previous employers.
• Ability to multi-task and work on holidays/Saturdays and Sundays.
• Good work history – not a call center hopper.
• Ability to work with other team members.
• Helpdesk / Technical Support background.
• Understanding of technical troubleshooting (e.g., Active Directory, LAN, Sound Card, Routers).
• 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 keen attention to detail.

Company Description

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.

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.

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere.