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 Support Parexel end users, clients, stakeholder and partners via call, chat, and email mediums Act as a 24x7 support point to IT Infrastructure / Applications /Site Services support teams. Provide 1st line diagnosis and ticket resolution Log all relevant incidents / Service requests details into the ticketing tool based on priority seriousness and categorization Escalate incidents and requests to appropriate service department for Level 2 & 3 resolution Adhere to work instructions and processes defined in SOPs Adhere to defined SLAs, KPIs and quality metrics to achieve IT goals Own the tickets and follow up until resolution on user behalf, communicate with end-users keeping them informed of ticket progress and its changes to deliver positive customer experience Update knowledge base with up-to-date relevant information as and when needed Report identified challenges and improvement opportunities to drive CSI Manage support queues to ensure all tickets are actioned on time Pro-actively identify system impacting issues through the analysis of user calls and tickets. Perform real-time tier 1 troubleshooting via remote access to system components to isolate, manage and resolve issues. Coordinates and tracks all maintenance activities. Manage the intake of information and record accurately. Develop and maintain positive communications between IT Infrastructure / IT Applications / IT Operations Use acquired knowledge to influence and improve IT practices and technologies. Skills Open minded and ready to learn and absorb things. Excellent interpersonal, verbal, and written communication skills Excellent problem-solving skills Customer focused approach to work; excellent customer service skills Experience in working with Incident / Service Requests. Experience in handling calls, Chats, and emails from global users and effectively able to communicate remediate their queries and issues Capable to handle VIP users and user escalations Good experience in desktop support and operations, including PC and User support Good experience in troubleshooting PC OS, Software, and PC accessories Ability to handle multiple tasks concurrently. Ground concepts of networking, windows, MS Office, and other application environments Windows 2008/2012 knowledge, understanding of active directory, basic knowledge ITSD tools like remote software, software installation services etc. Basic Knowledge of ITIL processes like Major incidents, Problem and Change. Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel. Perform shift handover activities Must work well in a team environment. Desired Academic & Good to have Professional Qualification Graduate (10+2+3) or (10+2+4) : (BE/B.Tech/B.Sc/BCA) IT Security : CCNA (Security)/ CompTIA Security+ /RHCSS (Red Hat Certified Security Specialist)/ECSA (EC Council Certified Security Analyst) Networking : CCNA (Routing and Switching or Voice) / CompTIA Network+ Systems (Servers) : MCSE / MCITP/MCP/ RHCSA (Red Hat Certified System Administrator)/ VCP (VMware Certified Professional) Applications(Databases) : OCA (Oracle Certified Database Administrator)/ MCDBA/MCSA (SQL Server)/MCSD (Web Applications)/ SCJA (Sun Certified Java Associate) Languag e Skills English (Written & Verbal) Expertise Minimum Work Experience Total Work Experience: 3+ year. Relevant Work Experience : 6 months
