Specialist, IT Service Desk

As an IT Support Specialist at Parexel in Hyderabad, India, you will be responsible for providing assistance to end users, clients, stakeholders, and partners through call, chat, and email channels. Your key accountabilities include acting as a 24x7 support point for IT Infrastructure, Applications, and Site Services support teams. You will provide 1st line diagnosis and resolution for incidents and service requests, log relevant details into the ticketing tool, and escalate issues as needed. It will be your responsibility to adhere to work instructions, defined processes, SLAs, KPIs, and quality metrics to achieve IT goals. You will own tickets, follow up until resolution, and keep end-users informed of progress to deliver a positive customer experience. Additionally, updating the knowledge base, reporting challenges and improvement opportunities, managing support queues, and performing troubleshooting via remote access are crucial aspects of this role. To be successful in this position, you should have excellent interpersonal, verbal, and written communication skills, along with strong problem-solving abilities and a customer-focused approach. Experience in working with Incident/Service Requests, handling calls, chats, and emails from global users, and providing desktop support are essential. Knowledge of networking, Windows, MS Office, and ITIL processes is also required. Ideal candidates will hold a graduate degree in a relevant field and possess professional qualifications such as IT Security, Networking, Systems (Servers), or Applications (Databases). Proficiency in English (written and verbal) is a must, and a minimum of 3+ years of total work experience with at least 6 months of relevant work experience is preferred. Working well in a team environment and performing shift handover activities are also key aspects of this role.,