ICON Clinical Research IT Service Delivery Tech II in Manila, Philippines

JOB FUNCTIONS/RESPONSIBILITIES:

• Process telephony moves, adds and change requests for all ICON global Offices

• Process mobile order requests for US, Canada, and Ireland via ServiceNow

• Manage mobile inventory for US, Canada, and Ireland staff

• Support WebEx conferencing service issues via ServiceNow incident management

• Support faxing service issues via ServiceNow incident management

• Assist/handle projects assigned by the Telecommunications Team Lead

• Maintain updated user documentation regarding all telecommunications services

• Provide end user training of telecommunications services and functionality

• Handle phone programming for ICON offices with Avaya/Nortel phone hardware

• Coordinate necessary repair/maintenance functions with the appropriate vendor

• Collaborate with other IT teams to accomplish implementation of new technologies as required

QUALIFICATIONS/EXPERIENCE REQUIRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Two or more years telecommunications experience or relevant work experience preferred

• Experience with Microsoft applications (Word, Excel, PowerPoint)

• Ability to work independently, within time constraints

• Excellent customer service skills

• Good organizational and time management skills

• Ability to absorb and apply information presented

• Confidentiality and discretion in handling sensitive records and information