Associate, IT Service Desk

<p><b>When our values align, there&#39;s no limit to what we can achieve.</b><br /> <br />At Parexel, we all share the same goal - to improve the world&#39;s health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.</p><p>Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we&#39;re committed to making a difference.</p><p></p><p></p><p><b><u>Key Accountabilities</u></b><u>:</u></p><ul><li><p>Provide first-line support to Parexel end users, clients, stakeholders, and partners via phone, chat, email and Self-Service tickets</p></li><li><p>Maintain 24/7 support for IT Infrastructure, Applications, and Site Services teams</p></li><li><p>Perform initial diagnosis and resolve tickets at the first level when possible</p></li><li><p>Accurately log and categorize all incidents and service requests in the ticketing system Escalate complex issues to appropriate Level 2 &amp; 3 support teams</p></li><li><p>Adhere to established work instructions, SLAs, KPIs, and quality metrics</p></li><li><p>Own tickets from creation to resolution, ensuring timely updates to users</p></li><li><p>Perform remote troubleshooting to isolate and resolve issues</p></li><li><p>Foster positive communication between IT Infrastructure, Applications, and Operations teams</p></li><li><p>Apply acquired knowledge to improve IT practices and technologies</p></li></ul><p></p><p><b><u>Skills:</u></b></p><ul><li><p>Excellent interpersonal, verbal, and written communication skills</p></li><li><p>Advanced problem-solving and analytical thinking abilities</p></li><li><p>Customer-centric approach with exceptional service orientation</p></li><li><p>Proficiency in incident and service request management</p></li><li><p>Experience in multi-channel support (phone, chat, email &amp; Self-Service) for a global user base</p></li><li><p>Understanding of desktop support, PC hardware and software troubleshooting</p></li><li><p>Familiarity with Windows OS, MS Office suite application</p></li><li><p>Basic networking knowledge and understanding of IT infrastructure</p></li><li><p>Experience or Knowledge with remote support tools and software deployment technologies</p></li><li><p>Ability to multitask and prioritize effectively in a fast-paced environment</p></li><li><p>Team player with the ability to work collaboratively in a diverse environment</p></li></ul><p></p><p><span><b><u>Knowledge and Experience</u></b>:</span></p><ul><li><p>Total Work Experience: 0 - 3 Years</p></li><li><p>Relevant Work Experience: 0 - 1 Year</p></li></ul><p></p><p><span><b><u>Good to Have</u></b>:</span></p><ul><li><p>CompTIA Knowledge</p></li><li><p>Prior experience in IT support role</p></li></ul><p></p><p><b><u>Education:</u></b></p><ul><li><p>Prior experience in IT support role</p></li></ul>