Support Analyst Jobs - Bangalore - IMS Health

Eligibility : BSc, BE/B.Tech(CSE, ECE, IT, Electrical)

Location : Bangalore

Last Date : 23 Sep 2016

Year of passing: 2015 - 2016

Experience Required: 0-1 Years

Hiring Process : Face to Face Interview

IMS Health - Job Details

Eligibility : BE/BTech/BSc with a 60% and above in their academics from 2015/16 batch pass out. 

As a 24X7 organization, shift works and on-call responsibilities may be required.

Job Role: 
  • ownership and responsibility of each incident to ensure the customer experiences a proactive and helpful support service.
  • Be responsible for ensuring all calls and emails are logged accurately within the Service Management system .
  • Be a knowledgeable point of contact for customers and follow up on closed and open tickets.
  • Escalate incidents to the relevant 2nd or 3rd line technical teams (including FSS), ensuring the Team Leaders are aware of any major risks, issues or outages.
  • Track all owned incidents escalated to other support teams to ensure that customers receive an ppropriate response within reasonable timeframes and published SLAs.
  • Have a strong customer focus and the ability to operate in a challenging environment with changing priorities and deadlines.
  • Provide ‘How To’ guidance and training to users on common business applications and devices e.g. Microsoft Office, Blackberries etc.
  • Amend IMS network and service accounts in response to service requests, in line with defined global standards. Systems include Active Directory,Exchange, Blackberry Exchange Server, VPN.
  • Keep Processes & Knowledge Base up to date.
  • Excellent communications skill in written and verbal skills in English
  • Must have a strong customer focus and the ability to operate in a challenging
  • environment with changing priorities and deadlines
  • Be a good team player and demonstrate excellent problem solving and trouble
  • shooting skills.
  • Proven ability to learn new products quickly and adapt to new or changing
  • environments
  • Ability to talk to all customers and provide a high quality service
  • Excellent telephone manner (essential)
  • Ability to understand the customer requests and record the information in the Service Management system
  • Ability to provide simple, non-complex solutions to customers
  • Ability to work to deadlines managing multiple requests
  • Excellent team player, contributing to the support reputation
  • At least 1 years experience providing 1st line support to corporate customers in a multi-national organisation.
  • Proven team player with experience of working with colleagues spread across multiple global locations, dealing with time zone constraints and low levels of
  • face to face communication.
  • Very good knowledge of Microsoft business applications; Windows OS, Office,Outlook, Active Directory and mobile platforms e.g. smart phones,tablet/handheld devices.
  • Good knowledge of computer hardware and IT communications with understanding of networking technologies including WAN / LAN / TCP/IP.
Note : This a contract job for 3 months interested candidate may apply.
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