Associate IT Service Desk

**When our values align, there's no limit to what we can achieve.**   At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do. Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference. **Key Accountabilities**: * Provide first-line support to Parexel end users, clients, stakeholders, and partners via phone, chat, email and Self-Service tickets * Maintain 24/7 support for IT Infrastructure, Applications, and Site Services teams * Perform initial diagnosis and resolve tickets at the first level when possible * Accurately log and categorize all incidents and service requests in the ticketing system Escalate complex issues to appropriate Level 2 & 3 support teams * Adhere to established work instructions, SLAs, KPIs, and quality metrics * Own tickets from creation to resolution, ensuring timely updates to users * Perform remote troubleshooting to isolate and resolve issues * Foster positive communication between IT Infrastructure, Applications, and Operations teams * Apply acquired knowledge to improve IT practices and technologies **Skills:** * Excellent interpersonal, verbal, and written communication skills * Advanced problem-solving and analytical thinking abilities * Customer-centric approach with exceptional service orientation * Proficiency in incident and service request management * Experience in multi-channel support (phone, chat, email & Self-Service) for a global user base * Understanding of desktop support, PC hardware and software troubleshooting * Familiarity with Windows OS, MS Office suite application * Basic networking knowledge and understanding of IT infrastructure * Experience or Knowledge with remote support tools and software deployment technologies * Ability to multitask and prioritize effectively in a fast-paced environment * Team player with the ability to work collaboratively in a diverse environment **Knowledge and Experience**:  * Total Work Experience: 2 - 3 Years * Relevant Work Experience: 1 - 3 Year **Good to Have**: * CompTIA Knowledge * Prior experience in IT support role **Education:** * Bachelor’s degree (B.E/B.Tech/BCA/B.Sc) or equivalent qualification