Technical Support Analyst
- Employer
- Parexel
- Location
- Nottingham, United Kingdom
- Salary
- Competitive
- Start date
- 12 May 2019
- Closing date
- 4 Jun 2019
View more
- Discipline
- Information Technology
- Hours
- Full Time
- Contract Type
- Permanent
- Experience Level
- Experienced (non-manager)
Job Details
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 that has the feel of an innovative technology company.
Job Purpose:
Technical (Application) 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.
Key Accountabilities:
- 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.
- Provide shift cover within current Service Desk operations.
Qualifications
Key Skills
- SQL and PL-SQL
- Any ETL experience is beneficial
- Basic understanding of the XML technologies such as (XML Schema, XSL conversion)
- Basic Understanding of JAVA
- Ability to work in IT service management (ITSM) environment such ITIL framework
- Basic Understanding over the integration platforms and methodology to exchange data
- 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
Database: Awareness of database concepts; querying multi-level applications; object and data modelling techniques and design desirable.; Ability to evaluate potential solutions by demonstrating a broad knowledge of how data flows through a given platform.
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.
Experience:
- Degree in Computer Science or equivalent essential
- Ability to read code and understand
- Customer Service experience essential
- Understanding of SQL essential
- Technical Helpdesk experience desirable
- ITIL Incident and Problem management desirable
In return we will be able to offer you a structured career pathway and development within the role including awareness and understanding of the industry. Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long term disability insurance, a health cash plan and other leading edge benefits that you would expect with a company of this type.
Apply now to begin your journey!
Company
Trialing new treatments. Advancing healthcare. Reinventing medicine as we know it. When you join us, you’re joining a team that sees everything they do as an opportunity to transform the world for patients everywhere. When our employees bring their many perspectives together to tackle a new challenge, there’s no limit to what they can accomplish. Through it all, at the center of all we do, is a patient whose life could change – forever. And together, we’ll do it With Heart™.
Parexel is among the world’s largest clinical research organizations (CROs), providing the full range of Phase I to IV clinical development services to help lifesaving treatments reach patients faster. Leveraging the breadth of our clinical, regulatory, and therapeutic expertise, our team of more than 21,000 global professionals works in partnership with biopharmaceutical leaders, emerging innovators, and sites to design and deliver clinical trials with patients in mind, increasing access and participation to make clinical research a care option for anyone, anywhere.
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- Website
- http://www.parexel.com/
- Telephone
- +44 1895 238000
- Location
-
The Quays
101-105 Oxford Road
Uxbridge
Middx
UB8 1LZ
United Kingdom
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