ABOUT US
IE is a young, vibrant team with a vision to be the most valued partner for pharma brand launch as we inspire, excite, and deliver consistent quality & excellence. We aim to innovate, and we approach all projects and live life at IE through a lens of fresh thinking and agility which delivers exciting and intuitive results.

Working within the global pharma environment, 2017 is an important year in our journey, with a focus to build solid foundations across both our team and our offering, to develop our award winning agency.

One of the key roles we are looking to recruit for is within our Service and Support Team. This team is tasked with training and supporting our clients’ use of our digital web-based launch platform.

ROLE DESCRIPTION
Role type: Full Time (9am to 5pm)
Salary: £18,000 to £24,000 (based on experience)
Based at: The Oast, Pippins Farm, Pembury, Kent, TN2 4AB
Reports to: Client Service Manager

We are looking for an individual to join our Service Desk team and provide remote helpdesk support to our clients.

• Reports to the Client Service Manager
• 1st line Service Desk support, answering and resolving support queries via phone or email, liaising with the client’s team if necessary
• Logs reported issues and service requests, including any action taken against the relevant ticket
• Allocates more complex issues to the appropriate members of the wider team
• Tests new features and releases or fixes
• Ensures SLAs are met
• Maintenance of the client’s compliance standards
• Take ownership of user problems and is proactive when dealing with user issues
• Maintain a high degree of customer service for all support and service requests
• Adhere to all Service Management principles

REQUIREMENTS
• Excellent communication skills (written and verbally)
• Good telephone and email manner
• Strong knowledge of Microsoft Office, web-based software in general and Internet Browsers
• Support, Training, and Technical experience a significant benefit

BENEFITS
• 25 days annual holiday
• IE profit share and performance bonus scheme (after 6 months’ probation)
• AXA private health insurance (after 6 months’ probation)
• Pension contribution (after 6 months’ probation)
• Death in Service 6x annual salary lump sum (after 6 months’ probation)


YOUR APPLICATION
If you’re interested and think you could be the perfect fit for our young and exciting team please send your CV and a cover letter to george@innovative-edge.com