End User Support Engineer - Office based

End User Support Engineer

Paddington, London

Office Based

We are seeking an End User Support Engineer with strong communication skills and initiative to support a variety of end users, including senior staff, in an office environment. The ideal candidate will have hands-on experience with day-to-day user support, including meeting room support, and must be available to work on-site five days a week. This key support role is perfect for someone with excellent face-to-face interaction skills and practical, hands-on IT helpdesk experience.

Key Responsibilities

• Troubleshoot and Resolve Issues: Recreate user issues to resolve operating difficulties and recommend system modifications.
• White Glove Support: Provide rapid and professional support to senior executives and VP’s
• Meeting Room Support: Support meeting rooms and video conferencing systems, particularly Microsoft Teams Rooms (MTR).
• Adhere to IT Policies: Follow established IT policies, procedures, and standards, ensuring alignment with information systems goals.
• Deliver Core IT Services: Provide consistent core IT services and a high-quality customer experience by meeting HDI and SLA targets.
• Manage Ticket Queues: Handle ticket queues compliantly and promptly according to established processes.
• Ensure Asset Compliance: Use ITAM for PCs, tablets, and mobile phones, adhering to global processes.
• Provide Training: Offer training to end-users as needed.
• Contribute to IT Projects: Participate in IT project initiatives throughout the year.
• Maintain Knowledge: Keep a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
• Follow Procedures: Adhere to Service Desk and IT Operations procedures related to client services.
• Escalate Issues: Escalate complex problems to appropriate management levels and provide information on severe or overdue issues.
• Flexible Working Hours: Perform duties outside working hours or at other office locations within England when required.

Requirements and Skills

• Technical Troubleshooting: Prior experience and strong knowledge of Windows, macOS, and iOS operating systems.
• AV and VC Systems: Experience with AV and VC systems is an advantage.
• Communication Skills: Strong written, verbal, and presentation skills, with the ability to communicate technical and non-technical information to users and stakeholders at all levels.
• Interpersonal Skills: Ability to establish and maintain effective working relationships with coworkers, managers, and clients.
• Diagnostic Skills: Excellent diagnostic and problem-solving skills.
• Educational Background: Bachelor’s degree in computer science or relevant experience.
• Pressure Handling: Comfortable working under pressure and providing rapid white glove support to senior staff at short notice.
• Attention to Detail: Ability to perform tasks professionally and timely to ensure a high level of customer experience.
• On-Site Availability: Must be available to work on-site five days a week.
• Adaptability: Ability to handle a variety of tasks and support needs in a dynamic office setting.

Why Join?

Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.

Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

It's an exciting time to join and reimagine what's possible in healthcare.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

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