Parexel is in the business of improving the world’s health. We do this by providing a suite of biopharmaceutical services that help clients across the globe transform scientific discoveries into new treatments.  We believe in our values, Patients First, Quality, Respect, Empowerment & Accountability.

This role will work within our innovative Data & Technology group that continues to evolve to meet business needs, fuel Parexel's growth and enable improved support for stakeholders, including customers and ultimately patients, who will benefit from Parexel's integrated processes and systems.

This role will be based in South Africa (only) and will be fully office based in our Blomefontiane location (with slight flexibility for 1 day working from home).

As the IT Support Specialist I you will provide first-level technical support and assistance to end users within the clinical research organization, ensuring the effective operation of computer systems, software applications, and peripheral equipment. You will serve as the initial point of contact for all IT-related issues, troubleshooting and resolving common technical problems while maintaining high levels of customer service to enable uninterrupted workflow for clinical research professionals.

Key Accountabilities:

Technical Support and Issue Resolution

• Respond to and resolve user requests and incidents through the service desk ticketing system
• Provide first-level troubleshooting for hardware, software, network, and peripheral issues

User Account Management

• Support onboarding and offboarding processes for employees by managing their IT assets and accounts
• Ensure compliance with security policies for account management

Hardware and Software Support

• Install, configure, and update software applications used in clinical research environments
• Set up workstations, laptops, tablets, and mobile devices for new and existing users

End-User Training and Support

• Provide basic training to users on standard software applications and systems
• Create and maintain end-user documentation and quick reference guides

IT Operations Support

• Participate in routine system maintenance activities under supervision
• Assist with basic network troubleshooting and connectivity issues

Documentation and Reporting

• Maintain accurate records of all support activities in the service desk system
• Document common issues and solutions for knowledge base articles

Security and Compliance

• Ensure adherence to IT security policies and procedures
• Assist with basic security measures such as antivirus updates and patches.

Education:

• Associate's degree in Information Technology, Computer Science, or related field preferred
• High school diploma or equivalent with relevant technical training required.

Skills:

Technical Skills

• Proficiency with Windows and/or macOS operating systems
• Knowledge of standard office productivity software (Microsoft Office, Google Workspace)
• Basic understanding of network concepts and troubleshooting
• Familiarity with remote support tools and technologies
• Basic knowledge of IT security principles and practices
• Understanding of computer hardware components and peripherals
• Experience with service desk ticketing systems
• Basic knowledge of mobile device management

Support and Service Skills

• Strong customer service orientation
• Effective problem-solving and troubleshooting methodology
• Clear verbal and written communication abilities
• Active listening and questioning techniques
• Ability to explain technical concepts in non-technical terms
• Time management and prioritization of support requests
• Attention to detail and thorough documentation practices
• Patience and empathy when dealing with frustrated users

Professional Skills

• Team collaboration and cooperation
• Self-motivation and initiative
• Adaptability to changing priorities and technologies
• Willingness to learn new systems and applications
• Professional demeanor and appearance
• Reliability and dependability
• Basic project coordination abilities
• Ability to work under pressure during system outages

Knowledge and Experience:

• Previous basic experience in an IT support or related IT Helpdesk technical role.
• Experience with common business applications and productivity tools
• Familiarity with standard hardware troubleshooting techniques
• Understanding of basic IT service management concepts
• Knowledge of standard IT support processes and procedures
• Experience with remote support and assistance tools
• Basic understanding of clinical research applications beneficial but not required
• Familiarity with regulated environments a plus

In return we will be able to offer you a structured career pathway and encouragement to develop within the role including awareness and understanding of the industry.  You will be well supported and in return for your hard work you will be rewarded with a competitive base salary and holiday as well as other leading benefits you would expect with a top company in the CRO Industry.

Apply today to begin your Parexel journey!

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