Specialist, IT Service Desk
Hyderabad, India Job ID R0000029121 Category ITAbout 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
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