IQVIA Services/ Real-World Technology Solutions/ Service Desk/ Hosting Managed Service Advisor - (1807899) in Tokyo, JP at IQVIA™

Date Posted: 11/5/2018

Job Snapshot

Job Description

IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.


私たちのチームは、IQVIA Real World Technology Solutionsの組織に属し、Pharmacovigilance/Safety関連、さらにはRisk Management関連における、付加価値の高いソリューションやサービスを、製薬メーカーをはじめとした多くのライフサイエンス企業に提供しています。














Belonging to IQVIA Real World Technology Solutions organization, we provide highly value added solutions and services to Pharmaceutical Manufacturer and other life science companies.

■Role & 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 th+I8e 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.



Job Requirements


・日英バイリンガル (ビジネスレベル)

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


・SDLCモデル、Software Test Life Cycle、Defect Management Life Cycleに関しての知識”

・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


・Must have strong customer-facing/ customer-focus mind-set and supportive mind-set
・Must work well with others and must be a team player
・Must be willing to take up challenges
・Must not be satisfied with the existing process, and must continue to seek for an improvement of the existing process
・Must be able to work under pressure, with different cultures and values

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.

Job ID: 1807899