Application Support Analyst

7 days ago


محافظة القاهرة, Egypt IQVIA Full time

JOIN IQVIA, The Human Data Science Company

**Who are we?**

**World Leader in health data in 140 countries**, IQVIA relies on its unique databases, expertise and analytical tools to provide **services and advisory solutions to health system actors**.

**The IQVIA experience is**:

- ** Evolving at the crossroads of 2 universes**, health and new technologies
- Contributing to **the improvement of patient care** and **the development of the tomorrow medicine **by using data science
- Living a **Fast career progression** and multi-project experience

**What is it for you**:

- Discover the field of tech and healthcare
- Experience working in truly international environment
- Gain invaluable skills from the industry leader

**Searched Profile**:
**Responsibilities**:

- In charge of technical assistance services and provides a first line support service.
- Register the calls in the Help Desk Management tool according to the agreed procedures
- Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order
- Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer
- Involve or invoke the company’s technical assistance resources for a customer service visit when a remote solution is not possible
- Follow up the incidents until their resolution or their closing
- Alert the Help Desk Supervisor or Help Desk Manager in case of issue
- Update and complete the helpdesk knowledge database
- Keep himself/herself updated on the company products
- Act as a reference for his/her colleagues
- Share the information with the other team members and the management
- Contribute to the integration of new colleagues (training, monitoring)
- Contribute to the improvement of the tools and procedures
- As required, assist or provide training for clients

**Requirements**:

- Bachelor's degree in a Computer-related field is preferred.
- 1-3 years of experience in a supporting position is a must.
- Working knowledge of one or more of the following platforms: mainframe, UNIX, NT, and Web



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