Associate, IT Service Desk

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