Associate Technical Support Analyst
PAREXEL Informatics is one of the industry’s leading solution providers and we help customers accelerate the drug development process through innovation. Our product portfolio is built on leading-edge technology and is combined with extensive medical and clinical expertise. As the technology business unit of PAREXEL International Corporation, we're able to leverage our massive investment in technology with our parent company's wealth of hands-on clinical expertise.
This role is based in our new modern state of the art office in Nottingham city centre which has excellent transport links and has a great working environment and the feel of an innovative technology company.
The Associate 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.
This is a shift based role, alternating weekly.
•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.
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
•Strong eye for detail
•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
Awareness of database concepts; querying multi-level applications; object and data modelling techniques and design desirable.
Customer and Client Service
Deliver a positive, memorable and meaningful service exceeding the expectations of both internal and external customers. Ensure that all incidents and requests are fully documented: ensure sufficient detail received by end user to aid resolution and be ready and able to contribute towards building and maintaining knowledge management systems.
•Degree in Computer Science or equivalent
•Technical Helpdesk experience desirable.
•Customer Service experience essential.
Apply now to begin your journey!