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 workplace

- 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

📌 Associate, IT Service Desk (Hyderabad)
🏢 Parexel
📍 Hyderabad