Job Description

Team Lead-Helpdesk



Primary Location: Bethlehem, Pennsylvania, United States Full time R1192374 Date Posted: 03/15/2021

Job description

The Helpdesk Team Lead is responsible for providing proactive Helpdesk support to investigator sites, monitors and IVR companies. This includes resolving 1st level issues, as well as issues escalated from 1stand 2nd level Help Desk Associate(s), and escalating issues that are beyond the scope of Help Desk. The Help Desk Team Lead will participate in the set up and maintenance processes of CIRT, and the creation, compilation and distribution of site documentation. The Team Lead will also provide administrative assistance to the CIRT/Logistics project management team as time allows. Additional responsibility for the scheduling of Allentown helpdesk Associates, 1st and 2nd level escalation for team, local training and liaison for Global Project Support Manager in Allentown.

Responsibilities

* Creating work schedule of Allentown Help desk Associates for associated shift(s).

* Receipt of Helpdesk calls from investigator sites, recording of the issues and resolution of the issue through use of the Admin console.

* Receipt of calls from IVR companies to provide order tracking information and to resolve problems encountered after an order is received.

* Ensuring all Helpdesk calls are logged and followed through to resolution, as follows:

* Creation of a ticket in ICCM

* Engaging in conversation with PM/client/site

* Submission of a DCR to Production Support, as necessary and appropriate

* Completing all steps as outlined in the Help Desk Study Guide

* Confirmation of issue resolution with client/site.

* Monitoring the CIRT Admin Console for error messages generated by transaction processes, as well as monitoring the faxes in and out for error messages.

* Assessment of the error messages and transaction failures to determine what action needs to be taken.

* Calling investigator sites and monitors to resolve issues resulting from transaction failures.

* Calling investigator sites and internal clients to resolve issues resulting from Helpdesk calls.

* Monitoring and distributing Right Fax communications effectively.

* Coaching of help desk associates as needed, including monitoring of calls and ticket and DCR reviews.

* Participation in cross-functional business process improvement activities as required.

* Local point of contact between Global Project Support Manager and Allentown help desk team.

* Implementation of new working practices within the team.

* Management of site information updating and cleaning of study site data at the start and throughout a study.

* Providing administrative support to the CIRT and Logistics project management teams when Helpdesk workload permits.

* Complete goal setting, mid-year, and year-end performance appraisals for assigned direct reports.

* Work with Project Management Team for final review of Helpdesk Study Guides and SSPs, and sign-off in absence of Global Project Support Manager.

* Handle and resolve escalated communications from Helpdesk Associates and escalate beyond Helpdesk as necessary and appropriate.

* Approve timesheets in Databasics for direct reports in accordance with company policy.

* Review Helpdesk SOPs for any required updates.

* Set up and maintain project specific documentation, reports, and related information

* Maintain printed materials, forms, and user guides as required for use during the maintenance phase of the study

* Act as escalation for helpdesk issue resolution, including handling escalated calls from helpdesk associates and escalate higher, if needed, as well as handling queries from clients and investigator sites, ensuring they are responded to quickly and in accordance with SOPs.

* PreAuth and post review of DCRs

* Participate in client meetings and teleconferences to represent the helpdesk, for example kick off meetings.

Skills & Competencies

* Is responsive to internal and external customer needs and maintains a good level of customer service.

* Ensures that all work meets quality standards and supports others to achieve good quality.

* Ability to multitask and manage time appropriately to ensure that all deadlines are met.

* Recognizes and escalates risks appropriately.

* Proactively looks to learn and develop knowledge.

* Accepts feedback constructively and strives to learn and develop from feedback received.

* Keeps up to date with new developments to ensure knowledge of the industry/area of expertise is up to date.

* Prioritizes tasks appropriately and requests assistance as appropriate.

* Demonstrates effective teamwork, working with and supporting colleagues.

* Handles difficult situations tactfully without losing control; stops to think before reacting.

* Proactively confronts and resolves problems and conflicts without damaging relationships.

* Is approachable; takes time to assist team members and understand their views and concerns.

* Demonstrates commitment and enthusiasm to Cenduit and the aims of the company.

* Encourages and supports others.

* Demonstrates appropriate levels of accountability.

* Proficient computer skills.

* Good verbal and written communication skills, both face to face and on the telephone.

* Ability to handle and resolve escalated communications.

* Ability to break-down and disseminate information as it pertains to complex Help Desk processes and procedures.

* Ability to properly assess others knowledge and abilities, and tailor training approach as necessary and appropriate.

* Highly developed interpersonal skills.

* Solid problem solving analytical skills.

* Strong sense of urgency.

* Ability to handle and resolve personnel and/or disciplinary issues.with appropriate guidance of Manager and/or HR

Education & Experience

* Associates Degree or equivalent experience required

* Experience as Helpdesk Associate II or III with associate team lead level or equivalent external experience acceptable. (Current employees must have an average Performance Appraisal rating of 3.5 or higher at time of application in order to be considered)

* For Sr. Team Lead 2+ years as Help Desk Team Lead

* Helpdesk experience; preferably IT, clinical, healthcare or experience in handling complaints.

* Experience working in customer facing or customer focused environment.

Additional Info

* The work schedule is shift specific as coverage for 24/7 HD schedule dictates.

* Rotating weekends or required weekend work as dictated by shift schedule

* Ability to work varied shifts as necessary..

* Shift changes when needed.

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIAs Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.