Associate, IT Service Desk

Job 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: • 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: • 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 • Ability to multitask and prioritize effectively in a fast-paced environment • Team player with the ability to work collaboratively in a diverse environment Knowledge and Experience:  • Total Work Experience: 2 - 3 Years • Relevant Work Experience: 1 - 3 Year Good to Have: • CompTIA Knowledge • Prior experience in IT support role Education: • Bachelor’s degree (B.E/B.Tech/BCA/B.Sc) or equivalent qualification