Jobs at Parexel
Are you ready to make your mark in the healthcare industry using your ingenuity and technical expertise? At Parexel, there's no limit to what you can accomplish. We work with the top 50 global pharmaceutical companies, the top global biotech companies, and hundreds of small and emerging companies. We've supported the development of some of the most important treatments of our time, including nearly all of the 50 top selling drugs currently on the market. Join us and you'll make a profound difference in millions of lives. With a role in our Information Technology group, you'll work with cutting-edge technology on internal and client-facing projects. Collaborating with people from all over the world and touching everything from enterprise systems and clinical applications to infrastructure and networking, you'll keep our data safe and confidential. You'll have the chance to develop your skills and pursue advancement opportunities that include managerial and technical tracks. If you have stellar coding and design experience and a passion to learn more about healthcare, Parexel invites you to discover our rewarding opportunities in Enterprise Architecture, Software Development, Project Management and Business Analysis, and more. In a global clinical trial environment, business-focused applications, connectivity, and data security are critical to a trial's outcome. Find out how you can be an invaluable part of our success story.
Associate, IT Service Desk
Job ID R0000039477 Hyderabad, Telangana, IndiaKey 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: 0 - 3 Years
Relevant Work Experience: 0 - 1 Year
Good to Have:
CompTIA Knowledge
Prior experience in IT support role
Education:
Prior experience in IT support role
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