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