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

• Strong adaptability and willingness to learn new technologies and processes 

• 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 

• Understanding of ITIL processes, particularly Incident Management 

• Ability to multitask and prioritize effectively in a fast-paced environment 

• Team player with the ability to work collaboratively in a diverse environment 

Desired Academic & Good to have Professional Qualification

• Graduate (10+2+3) or (10+2+4): (BE/B.Tech/B.Sc/BCA) 

• Technical Expertise: Strong knowledge of computer hardware, software, networks, and operating systems.  

• Troubleshooting Skills: Excellent problem-solving and analytical skills.  

• Communication Skills: Effective verbal and written communication skills.  

• Customer Service Skills: Ability to provide excellent customer service and support.  

• Teamwork: Ability to work effectively in a team environment.  

• Time Management: Ability to manage time effectively and prioritize tasks.  

• Adaptability: Ability to adapt to changing situations and learn new technologies.  

• Experience: Prior experience in a Level 1 or Level 2 support role is often required. 

Language Skills

• English (Written & Verbal) Expertise 

Minimum Work Experience

• Total Work Experience: 0 - 2 years. 

• Relevant Work Experience: 0– 1 Year