Tech/Systems Support Analyst

IQVIA • Taguig, Metro Manila • Posted July 10, 2026

About the Role

Role Purpose: 

Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assures Help Desk Analyst (Level I Analyst) awareness.

Job Responsibilities:

  • Adhere strictly to shift schedule.
  • Flexibility to changes in shift schedules.
  • Provide comprehensive Customer/Technical support services to support center customers by phone and or email.
  • Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support.
  • Use all available Knowledge Management Tools during processing.
  • Take all necessary steps to ensure customer satisfaction at the end of the service.
  • Create and submit detailed call/email lo...