Technical Service Analyst I

As a Technical Service Analyst I at Syneos Health, your role involves responding to incoming service requests via Service Management platform, telephone, email, self-service, instant messaging, and other contact methodologies in a timely manner. You will use the prescribed workflow tool(s) to track 100% of all customer contacts, research questions, and issues, resolving each interaction according to the IT Global Support Model and specified Service Level Agreement (SLA)/Operational Level Agreement (OLA). It is essential to document each contact with adequate details as per Company guidelines and Work Instructions. Additionally, you will perform workstation operating system installs from a production core image, troubleshoot and remediate issues using IT tools such as InTune, AVD, ZDX, configure and troubleshoot ZScaler connections for internet connectivity, support new hires on onboarding and offboarding tasks, escalate problems to senior level support personnel when necessary, develop writing and customer relationship skills, attend technical and communication training sessions regularly, and work on special projects as needed. Qualifications required for this role include: - At least 3 years of experience in a technical support role - Well-versed experience of L1/L2 support for hardware & software support with ticketing tools for resolving user issues - Good communication skills - ITIL Certification is preferred In addition to the responsibilities and qualifications mentioned above, it's important to note that the tasks, duties, and responsibilities listed in this job description are not exhaustive. The company may assign other tasks and job responsibilities at its sole discretion. Equivalent experience, skills, and/or education will also be considered. The company will determine what constitutes as equivalent to the qualifications described above. Please be aware that the language contained in this description is intended to comply with all obligations imposed by the legislation of each country in which the company operates. If you'd like to learn more about Syneos Health and the impactful work we do, visit our website at http://www.syneoshealth.com.,