Key Accountabilities
- Provide first-line support to Parexel end users, clients, stakeholders, and partners via phone, chat, email and Self-Service tickets
- Maintain 24/7 support for IT Infrastructure, Applications, and Site Services teams
- Perform initial diagnosis and resolve tickets at the first level when possible
- Accurately log and categorize all incidents and service requests in the ticketing system Escalate complex issues to appropriate Level 2 & 3 support teams
- Adhere to established work instructions, SLAs, KPIs, and quality metrics
- Own tickets from creation to resolution, ensuring timely updates to users
- Perform remote troubleshooting to isolate and resolve issues
- Foster positive communication between IT Infrastructure, Applications, and Operations teams
- Apply acquired knowledge to improve IT practices and technologies
Skills
- Strong adaptability and willingness to learn new technologies and processes
- Excellent interpersonal, verbal, and written communication skills
- Advanced problem-solving and analytical thinking abilities
- Customer-centric approach with exceptional service orientation
- Proficiency in incident and service request management
- Experience in multi-channel support (phone, chat, email & Self-Service) for a global user base
- Understanding of desktop support, PC hardware and software troubleshooting
- Familiarity with Windows OS, MS Office suite application
- Basic networking knowledge and understanding of IT infrastructure
- Experience or Knowledge with remote support tools and software deployment technologies
- Understanding of ITIL processes, particularly Incident Management
- Ability to multitask and prioritize effectively in a fast-paced environment
- Team player with the ability to work collaboratively in a diverse environment
Desired Academic & Good to have Professional Qualification
- Graduate (10+2+3) or (10+2+4): (BE/B.Tech/B.Sc/BCA)
- Technical Expertise: Strong knowledge of computer hardware, software, networks, and operating systems.
- Troubleshooting Skills: Excellent problem-solving and analytical skills.
- Communication Skills: Effective verbal and written communication skills.
- Customer Service Skills: Ability to provide excellent customer service and support.
- Teamwork: Ability to work effectively in a team environment.
- Time Management: Ability to manage time effectively and prioritize tasks.
- Adaptability: Ability to adapt to changing situations and learn new technologies.
- Experience: Prior experience in a Level 1 or Level 2 support role is often required.
Language Skills
- English (Written & Verbal) Expertise
Minimum Work Experience
- Total Work Experience: 0 - 2 years.
- Relevant Work Experience: 6 – 1 Year
