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Tech Support Opportunities at PAREXEL

Are you ready to make your mark in the healthcare industry using your ingenuity and technical expertise? At PAREXEL, there's no limit to what you can accomplish. We work with the top 50 global pharmaceutical companies, the top global biotech companies, and hundreds of small and emerging companies. We've supported the development of some of the most important treatments of our time, including nearly all of the 50 top selling drugs currently on the market. Join us and you'll make a profound difference in millions of lives. With a role in our Information Technology group, you'll work with cutting-edge technology on internal and client-facing projects. Collaborating with people from all over the world and touching everything from enterprise systems and clinical applications to infrastructure and networking, you'll keep our data safe and confidential. You'll have the chance to develop your skills and pursue advancement opportunities that include managerial and technical tracks. If you have stellar coding and design experience and a passion to learn more about healthcare, PAREXEL invites you to discover our rewarding opportunities in Enterprise Architecture, Software Development, Project Management and Business Analysis, and more. In a global clinical trial environment, business-focused applications, connectivity, and data security are critical to a trial's outcome. Find out how you can be an invaluable part of our success story.

Application Support Specialist

Job ID 52167BR Horsham, Pennsylvania

Job Purpose:
The Technical Support Analyst primary role is to provide excellent customer service whilst resolving technical incidents or requests raised by end users of PAREXEL supported systems or PAREXEL applications.

Key Accountabilities:

  • Providing excellent Customer Service via the telephone and email system
  • Logging Incidents and/or requests in the IT Service Management tool
  • Provide user support, coaching/mentoring end-users in the working of the PAREXEL client facing systems
  • Maintain rapport with Customers by displaying a detailed understanding of their support requirements
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
  • Proactively manage updates to all parties with Incident/Requests statuses through to resolution
  • Develop and maintain communication skills appropriate to the environment
  • Understand and proactively operate the escalations procedure
  • Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Manager
  • Follow Service Desk / Operations internal processes regarding logging incidents and following the defined incident management process.
  • Provide shift cover within current Service Desk operations.

Qualifications

Knowledge and Key Skills
  • A technical customer service background
  • Excellent verbal and written communication skills
  • Ability to multi-task
  • Assertive, confident, positive and professional manner
  • Ability to deal with potentially stressful situations
  • Flexible and adaptable as the business demands
  • Excellent problem solving skills
  • Strong attention to detail in logging support calls, updating call details and managing call closure
  • Ability to work under pressure
  • Able to follow a strong approach to task and issue management, including documentation
  • Ability to build strong and collaborative relations with clients through various methods
  • Able to maintain a strong and proactive approach to information and knowledge acquisition
  • Ability to clearly and effectively convey information via a variety of different methods targeted to varying audiences to yield maximum effect and benefit
  • Awareness of ITIL framework would be desirable
Experience:
  • Degree in Computer Science or equivalent essential
  • Customer Service experience essential
  • Understanding of SQL essential
  • Technical Helpdesk experience desirable
  • Unit and system testing/validation desirable
  • ITIL Incident and Problem management desirable

EEO Disclaimer

PAREXEL is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to legally protected status, which in the US includes race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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It has been brought to our attention that there has been fraudulent activity by scammers attempting to represent themselves as PAREXEL employees or recruiters. These individuals are attempting to reach potential job seekers through online chat interviews and sending false offer letters, representing PAREXEL without our consent. If you’re concerned that you’ve been contacted by an unauthorized PAREXEL recruiter or employee, please notify Jobs@PAREXEL.com. You may also report suspicious fraudulent activity to your local law enforcement agency or the FBI. Thank you.