Description

When our values align, there's no limit to what we can achieve. At Parexel, we all share the same goal - to improve the world'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.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're committed to making a difference.Key Accountabilities <ul><li>Provide first-line support to Parexel end users, clients, stakeholders, and partners via phone, chat, email and Self-Service tickets </li></ul><ul><li>Maintain 24/7 support for IT Infrastructure, Applications, and Site Services teams </li></ul><ul><li>Perform initial diagnosis and resolve tickets at the first level when possible </li></ul><ul><li>Accurately log and categorize all incidents and service requests in the ticketing system Escalate complex issues to appropriate Level 2 & 3 support teams </li></ul><ul><li>Adhere to established work instructions, SLAs, KPIs, and quality metrics </li></ul><ul><li>Own tickets from creation to resolution, ensuring timely updates to users </li></ul><ul><li>Perform remote troubleshooting to isolate and resolve issues </li></ul><ul><li>Foster positive communication between IT Infrastructure, Applications, and Operations teams </li></ul><ul><li>Apply acquired knowledge to improve IT practices and technologies </li></ul> Skills <ul><li>Strong adaptability and willingness to learn new technologies and processes </li></ul><ul><li>Excellent interpersonal, verbal, and written communication skills </li></ul><ul><li>Advanced problem-solving and analytical thinking abilities </li></ul><ul><li>Customer-centric approach with exceptional service orientation </li></ul><ul><li>Proficiency in incident and service request management </li></ul><ul><li>Experience in multi-channel support (phone, chat, email & Self-Service) for a global user base </li></ul><ul><li>Understanding of desktop support, PC hardware and software troubleshooting </li></ul><ul><li>Familiarity with Windows OS, MS Office suite application </li></ul><ul><li>Basic networking knowledge and understanding of IT infrastructure </li></ul><ul><li>Experience or Knowledge with remote support tools and software deployment technologies </li></ul><ul><li>Understanding of ITIL processes, particularly Incident Management </li></ul><ul><li>Ability to multitask and prioritize effectively in a fast-paced environment </li></ul><ul><li>Team player with the ability to work collaboratively in a diverse environment </li></ul> Desired Academic & Good to have Professional Qualification <ul><li>Graduate (10+2+3) or (10+2+4): (BE/B.Tech/B.Sc/BCA) </li></ul><ul><li>Technical Expertise: Strong knowledge of computer hardware, software, networks, and operating systems. </li></ul><ul><li>Troubleshooting Skills: Excellent problem-solving and analytical skills. </li></ul><ul><li>Communication Skills: Effective verbal and written communication skills. </li></ul><ul><li>Customer Service Skills: Ability to provide excellent customer service and support. </li></ul><ul><li>Teamwork: Ability to work effectively in a team environment. </li></ul><ul><li>Time Management: Ability to manage time effectively and prioritize tasks. </li></ul><ul><li>Adaptability: Ability to adapt to changing situations and learn new technologies. </li></ul><ul><li>Experience: Prior experience in a Level 1 or Level 2 support role is often required. </li></ul> Language Skills <ul><li>English (Written & Verbal) Expertise </li></ul> Minimum Work Experience <ul><li>Total Work Experience: 0 - 2 years. </li></ul><ul><li>Relevant Work Experience: 0– 1 Year </li></ul>

SD IT Support Specialist I

Description

Parexel

Pipeline