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Securnet Support

IQVIA Holdings Inc.

London, United Kingdom

This is a desk based job that requires a confident problem solver who can troubleshoot and resolve a number of issues that occur on a daily basis.

You must be pro-active with ownership of a call, from initial contact through to resolution.

An integral part of the position requires an ability to work to service level agreements and report on each call in a manner in which a third party support team can continue on with any diagnosis in process. Incidents may need to be passed to a more senior member of staff or third party, so attention to detail is important.

Full training will be given.

You will possess good communication skills, good problem diagnosis and troubleshooting skills, excellent attention to detail, the ability to follow policies and procedures, the ability to prioritise varied and busy work load and will be a quick learner (bespoke systems).

  • Logging and escalating faults to our partners SMC (Service Management Centre) & BT Open Reach
  • Responding to customers e-mails
  • Managing and organising personal work load
  • Troubleshooting and diagnosing customer issues relating to their Broadband/Telephony services.
  • Accurately logging customer incidents and service requests on our bespoke logging system
  • Taking ownership of customer incidents and service requests.
  • Escalate incidents according to escalation criteria

Applicant must have the following key attributes:-

  • Excellent customer services and technical support skills
  • Attention to detail
  • Patience - when dealing with escalated calls and customer complaints.
  • Excellent telephone manner required (confident speaker)
  • Excellent writing skills
  • Ability to work on own initiative
  • Ability to work to strict SLA’s
  • Calm under pressure
  • Knowledge TCP/IP and Networking
  • Candidate must have a basic knowledge of Microsoft Windows 10 , Excel and Word. 
  • Knowledge of how to configure and setup email accounts
  • Good team player
  • Ability to perform under pressure

Hours – fortnightly shift pattern:  9.5  days per fortnight including one Saturday 9-1 shift. Shift pattern  “earlies” 8-4  (lunch 12-1) and “lates”  9-6 (lunch 1-2). alternative Saturdays (9-1) for which a full week day off is given in lieu.

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

Job posted: 2021-05-06

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