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