Support Analyst Jobs - Bangalore - IMS Health
Job Description
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.
SKILLS & ATTRIBUTES
- 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
KNOWLEDGE & EXPERIENCE
- 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.
Job Particulars
Role others
Who can apply Freshers and Experienced (0 to 1 Years )
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id233924
Job Category BPO , Part Time , BSc/BCA/BBM , 1 to 3 Yr Exp , Tech Support
Locality Address
State Karnataka
Country India
About Company
IMS Health is a leading global information and technology services company providing clients in the healthcare industry with comprehensive solutions to measure and improve their performance. End-to-end proprietary applications and configurable solutions connect 10+ petabytes of complex healthcare data through the IMS One™ cloud platform, providing comprehensive insights into diseases, treatments, costs and outcomes.
The company’s 15,000 employees blend global consistency and local market knowledge across 100 countries to help clients run their operations more efficiently.
Customers include pharmaceutical, consumer health and medical device manufacturers and distributors, providers, payers, government agencies, policymakers, researchers and the financial community.
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