Specialist, IT Service Desk

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