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.
