Technical Support Analyst

We’re on a mission to change the future of
clinical research. At Perceptive, we help the
biopharmaceutical industry bring medical
treatments to the market, faster.
Our mission is to change the world
but to do this, we need people like you.

Apart from job satisfaction, we can offer you:

HEALTH:

- Medical plan for you and your dependents.

- Personal Accident Insurance

- Life Insurance

- Critical illness cover

WEALTH:

- Salary structure and Flexi basket

- Provident fund of 12%

- Gratuity scheme

YOURSELF: Internal growth and development programs & trainings

Having a clinical trial experience background is a plus

Job Summary:

The Technical Support Analyst primary role is to provide excellent customer service whilst resolving technical incidents or requests raised by end users of Perceptive supported systems or Perceptive applications

Key Accountabilities:

Service Requests

− Follow process’ to complete Service Requests within the Service Level agreement.
− Assists with the specification, development, research and evaluation of services standards. 
− Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
− Ensure all tracking and quality metrics are consistently achieved
− Maintains and manage relevant documentation

Change Management

− Develops, documents, and implements changes based on requests for change. 
− Applies change control procedures.

Incident management

− Prioritises and diagnoses incidents according to agreed procedures.
− Investigates causes of incidents and seeks resolution. 
− Escalates unresolved incidents. 
− Facilitates recovery, following resolution of incidents. 
− Documents and closes resolved incidents according to agreed procedures.

Problem Management

− Investigates problems in systems, processes, and services. 
− Assists with the implementation of agreed remedies and preventative measures

- Escalate where required to Subject Matter Experts (SME) for problem management. 
− Uses the Known Error Database to assist in Incident management.

Application Management

− Identifies and resolves issues with applications, following agreed procedures. 
− Uses application management software and tools to collect agreed performance statistics. 
− Carries out agreed applications maintenance tasks.
− Escalate to Incident management as required

Continued Service Improvement

− Recognize and report potential service improvements, providing recommendations

Data management

− Assists in database support activities

Relationship management

− Implements stakeholder engagement/communications plan. 
− Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
− Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. 
− Helps develop and enhance customer and stakeholder relationships

Other

− Carryout any other reasonable duties as requested.

Skills

− Excellent interpersonal, verbal and written communication skills
− A flexible attitude with respect to work assignments and new learning
− Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
− Must have the ability to work methodically in a fast-paced, time-sensitive environment
− Demonstrable ability to apply critical thinking to problems and tasks
− Ability to identify and implement process improvements
− Proactively participates in skills improvement training and encourages their teams to participate
− Maintains an up-to-date awareness of trends, tools, technology, techniques and processes that affect technology within the Life sciences domain
− A self-starter and able to work under own initiative
− The ability to work flexibly to cover a range of different shift patterns when required which may include unsociable hours
− Adherence to the Perceptive core values

Knowledge and Experience

− Technical service background
− Experience using tools to communicate progress to Stakeholders
− Professional experience in the same or very similar role
− Customer service experience 
− ITIL Incident and Problem management desirable
− Technical Helpdesk experience 
− Awareness of database concepts 

Education

− English: Fluent
− Familiarity with SQL or relational databases is desirable

Come as you are.

We're proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.