|State ||New Jersey [NJ]|
|Date Open ||4/5/2018|
|Title ||Field Support Help Desk Analyst - Contract|
|Job ID ||69446|
You re trained to troubleshoot, configured to communicate, and programmed to please.
You re a problem solver at heart. You can t help but go the extra two miles to resolve a customer s technical problem and set them up for success. Your combined abilities to field incoming calls, spark fast connections with people, diagnose and mitigate issues, and provide unwavering support along the way make you a perfect fit for a Field Support Analyst at Syneos Health.
Why Syneos Health? Join a groundbreaking network of more than 22,000 employees in 110 offices worldwide with the ability to service clients in over 90 countries. Take part in offering world-class therapeutic expertise to leading biopharmaceutical companies so they can focus on what they do best - prevent and treat disease. You ll provide the brilliant ideas, valuable insight and relentless energy that drive biopharma products from lab to life. In the past five years, Syneos Health has helped to develop or commercialize 81% of novel new drugs approved by the FDA and 70% of products granted marketing authorization by the EMA.
Here, there s no shortage of challenging work, learning and opportunities. Because we offer many services to varied clients, our knowledgeable professionals gain experience across a large section of the industry. Our client roster consists of more than 550 organizations including all 50 of the largest global biopharmaceutical companies.
This internal contract opportunity is with our Field Support Service Desk team. In this role, you will provide a wide variety of quality technical support to thousands of Pharmaceutical Sales Representatives, Medical Professionals and their Managers. You will have the opportunity to:
Resolve incoming requests for assistance from clients via telephone and email utilizing excellent customer service and communication skills
Log incidents verifying and detailing all client information, nature of issue and the troubleshooting steps taken while resolving tickets within service level agreements
Escalate tickets when necessary and work with second level support, management, or third parties acting as incident manager driving toward resolution
Troubleshoot and resolve iPad, IOS and application issues in a Mobile Device Management environment
Troubleshoot and resolve iPad and laptop connectivity and VPN issues relating to home and public networks
Resolve Windows laptop and tablet issues performing break-fix repair when necessary
Provide CRM (Veeva) application and web support including navigational, usage and how to assistance, synchronization failure and error message resolution
Provide sample management support in accordance with corporate business rules and federal regulatory guidelines
Provide all-in-one local printer support including wireless connectivity
Troubleshoot MS Outlook email issues on a variety of platforms including iPad, laptop and smart phone
Assist clients with travel and expense (Concur) application navigation and error resolution as well as business rules and guidelines
Assist clients with learning management systems (Sumtotal), Cisco WebEx and Adobe Connect navigation and error resolution
Perform related duties as needed regarding hardware warranty processing, field hardware return or deployment of new hardware
Create documentation for knowledge base articles as requested
Achieve all established monthly metrics and goals tied to phone and ticket handling
May require working remotely from home when directed to do so for additional phone coverage or under the business contingency plan
Along with being a sympathetic listener, an expert communicator, and having a results-oriented mindset, the ideal candidate has:
Make your work matter everywhere. Be a driving force in a rapidly evolving healthcare industry.
Syneos Health is an affirmative action/equal opportunity employer (Minorities/Females/Vet/Disabled)
|Years Exp ||4-5|
|Date Added ||4/5/2018|
|Position Type/Category ||Information Technology|
|Recruiting Area ||TPS|
|Minimum Education Level ||High School|
|Employment/Job Type ||Temporary|
|Employment Type ||Syneos Health position|