IQVIA Services/ Pharmacovigilance & Risk Management Technology Solutions/ Service Desk/ Hosting Managed Service Advisor
IQVIA
Tokyo, JP
5 日前

Responsibility

He / she will mainly be responsible for troubleshooting tasks arising from our clients post go live. Requests vary from tasks that can be solved quickly such as explaining how to properly use the software itself, to tasks such as modification of bugs.

If issues can be resolved at the initial stage, he / she will do so; if not, then escalation of the request to in house IT specialist team via ticketing system will be required.

Monitoring, and ensuring the swift closure of raised tickets will also part of the applicants responsibilities.

Generally, all requests from clients are made either via phone calls, emails, or internal tickets. Internal requests to in house IT specialist team should be raised in English as they are located in India or U.S.A .

In addition to the above mentioned daily operations, successful applicants will also responsible for weekly and monthly meetings to track the status of issues that have been raised, as well as the creation of monthly reports.

Depending on his / her experience, the job scope can be extended to such tasks as : expansion of the service desk team, organization building, etc.

  • Facing and dealing with client requests / inquires for customers using our hosting services post implementation of applications
  • Hosting weekly and monthly meetings to track the status of issues raised
  • Making monthly reports
  • Prioritization of tickets and providing Level 1 support to clients, or escalating issues to IT team located in India or US if necessary
  • Interact with clients from clients to collect necessary information
  • Ensuring the process of tickets till the closure
  • Currently, the number of new tickets per day is not high, but each tickets tend to last for rather a long time. Ideally he / she can not only handle just a daily customer service and support desk, but can also plays a productive role to solve challenges and contribute to the improvement of our service.

    Workplace

    Shinagawa-Seaside(Tokyo)

    Essential

  • At least 3 5 years experience in Level 1 IT support at Call Centre or likewise, or in in-house service desk.
  • Bilingual in Japanese / English at business level
  • High-quality customer facing skill
  • Nice to have

  • Support experience in workflow based application software
  • Basic knowledge of Active Directory and SQL
  • Work experience in pharmaceutical or medical device industry
  • Able to read flow chart, or experience in using flowchart experience in defining requirements is not necessary
  • Argus Support experience
  • Well versed with various SDLC models and Software Test life cycle and Defect Management Life Cycle
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