Specialist, It Service Desk Job in Parexel

Specialist, It Service Desk

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Job Summary

Specialist, IT Service Desk

About this Role

Key Accountabilities

  • Support Parexel end users, clients, stakeholder and partners via call, chat, and email mediums

  • Act as a 24x7 support point to IT Infrastructure / Applications /Site Services support teams.

  • Provide 1st line diagnosis and ticket resolution

  • Log all relevant incidents / Service requests details into the ticketing tool based on priority seriousness and categorization

  • Escalate incidents and requests to appropriate service department for Level 2 & 3 resolution

  • Adhere to work instructions and processes defined in SOPs

  • Adhere to defined SLAs, KPIs and quality metrics to achieve IT goals

  • Own the tickets and follow up until resolution on user behalf, communicate with end-users keeping them informed of ticket progress and its changes to deliver positive customer experience

  • Update knowledge base with up-to-date relevant information as and when needed

  • Report identified challenges and improvement opportunities to drive CSI

  • Manage support queues to ensure all tickets are actioned on time

  • Pro-actively identify system impacting issues through the analysis of user calls and tickets.

  • Perform real-time tier 1 troubleshooting via remote access to system components to isolate, manage and resolve issues.

  • Coordinates and tracks all maintenance activities.

  • Manage the intake of information and record accurately.

  • Develop and maintain positive communications between IT Infrastructure / IT Applications / IT Operations

  • Use acquired knowledge to influence and improve IT practices and technologies.

Skills

  • Open minded and ready to learn and absorb things.

  • Excellent interpersonal, verbal, and written communication skills

  • Excellent problem-solving skills

  • Customer focused approach to work; excellent customer service skills

  • Experience in working with Incident / Service Requests.

  • Experience in handling calls, Chats, and emails from global users and effectively able to communicate remediate their queries and issues

  • Capable to handle VIP users and user escalations

  • Good experience in desktop support and operations, including PC and User support

  • Good experience in troubleshooting PC OS, Software, and PC accessories

  • Ability to handle multiple tasks concurrently.

  • Ground concepts of networking, windows, MS Office, and other application environments

  • Windows 2008/2012 knowledge, understanding of active directory, basic knowledge ITSD tools like remote software, software installation services etc.

  • Basic Knowledge of ITIL processes like Major incidents, Problem and Change.

  • Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.

  • Perform shift handover activities

  • Must work well in a team environment.

Desired Academic & Good to have Professional Qualification

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

  • IT Security: CCNA (Security)/ CompTIA Security+ /RHCSS (Red Hat Certified Security Specialist)/ECSA (EC Council Certified Security Analyst)

  • Networking: CCNA (Routing and Switching or Voice) / CompTIA Network+

  • Systems (Servers) : MCSE / MCITP/MCP/ RHCSA (Red Hat Certified System Administrator)/ VCP (VMware Certified Professional)

  • Applications(Databases) : OCA (Oracle Certified Database Administrator)/ MCDBA/MCSA (SQL Server)/MCSD (Web Applications)/ SCJA (Sun Certified Java Associate)

Language Skills

  • English (Written & Verbal) Expertise

Minimum Work Experience

  • Total Work Experience: 3+ year.

  • Relevant Work Experience: 6 months


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

Minimum 3 Years

Vacancy :

2 - 4 Hires

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