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Information Technology Opportunities at Parexel

Information Technology

Technical Support Analyst

求人ID 55441BR ロケーション ハイデラバード, テランガーナ州 仕事内容
The Technical Support Analyst primary role is to provide excellent customer service whilst resolving technical incidents or requests raised by end users of PAREXEL supported systems or PAREXEL applications.

This role specializes in IRT (Interactive Response Technology) used for randomisation and trial supply management support to internal and external customers. Working independently and consistently on complex tasks and addressing the impact of amendments to data within the remit of their role.

*Key Accountabilities*
- Providing excellent Customer Service via the telephone and email system
- Logging Incidents and/or requests in the IT Service Management tool
- Provide user support, coaching/mentoring end-users in the working of the PAREXEL client facing systems
- Maintain rapport with Customers by displaying a detailed understanding of their support requirements
- Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
- Proactively manage updates to all parties with Incident/Requests statuses through to resolution
- Develop and maintain communication skills appropriate to the environment
- Understand and proactively operate the escalations procedure
- Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
- Follow Service Desk / Operations internal processes regarding logging incidents and following the defined incident management process.
- Provide shift cover within current Service Desk operations.

*Knowledge and Key Skills*
- A technical customer service background
- Excellent verbal and written communication skills
- Ability to multi-task
- Assertive, confident, positive and professional manner
- Ability to deal with potentially stressful situations
- Flexible and adaptable as the business demands
- Excellent problem solving skills
- Strong attention to detail in logging support calls, updating call details and managing call closure
- Ability to work under pressure
- Strong eye for detail
- Able to follow a strong approach to task and issue management, including documentation
- Ability to build strong and collaborative relations with clients through various methods
- Able to maintain a strong and proactive approach to information and knowledge acquisition
- Ability to clearly and effectively convey information via a variety of different methods targeted to varying audiences to yield maximum effect and benefit

*Data Analysis:*
Be able to understand how to use simple data analysis, data modelling and quality assurance techniques, based upon a detailed understanding of business processes. Based upon application knowledge a Technical Support Analyst will be confident in suggesting work arounds to resolve incidents.

*Database*
Awareness of database concepts; querying multi-level applications; object and data modelling techniques and design desirable.
Ability to evaluate potential solutions by demonstrating a broad knowledge of how data flows through a given platform.

*Customer and Client Service*
Deliver a positive, memorable and meaningful service exceeding the expectations of both internal and external customers. Ensure that all incidents and requests are fully documented: ensure sufficient detail received by end user to aid resolution and be ready and able to contribute towards building and maintaining knowledge management systems.

Qualifications

- Possess verbal and written proficiency skills in English.
- Customer Service experience essential.
- Experience of providing technical troubleshooting and investigating desirable.
- Experience interpreting linked databases and basic programming language desirable.
- ITIL Incident and Problem management desirable
- Degree in Computer Science or equivalent beneficial
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