Graduate Opportunity

Associate Technical Support Analyst

Immediate Start

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Job Description

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.

Inside PAREXEL: The Connected Journey™ of Data-Driven Services

PAREXEL’s Connected Journey™ leverages insights from large amounts of data and turn them into clinical trial decisions. Bill Puglia, Senior Director of PAREXEL® Analytics, describes how PAREXEL leverages data to make better, more informed decisions to optimise the drug development journey.

The Associate Support Analyst primary role is to resolve issues raised by individuals (client) or other applications. These issues will need to be resolved in a timely and consistent manner in accordance to pre defined SLA’s so as to provide effective support. Many issues will be of unknown origin and therefore will require the individual to investigate the reason for the issue and understand the root cause. The level of complexity will differ on a per application/incident basis, thereby potentially requiring intervention by a more senior individual. The Associate Support Analyst will be expected to escalate incidents where appropriate to bring in support to resolve the issue with the SLA. The Associate Support Analyst should be able to prioritise multiple issues based on customer importance, SLA and customer impact.

Key Accountabilities:

  • Providing excellent Customer Service via the telephone and email system.
  • Logging Incidents/Requests that are issued to the Service Desk over the phone or via email
  • Provide user support, coaching/mentoring end-users in the working of the PAREXEL client facing systems
  • Maintaining the 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
  • Completing administrative tasks, including checking voicemails, emails, timesheets etc.
  • Provide shift cover with current Service Desk operations (TBC).
  • Follow Service Desk / Operations internal processes regarding logging incidents and following the defined incident management process.
  • Escalate support calls to the appropriate team when required.

Qualifications

Knowledge and Key Skills:

  • A Customer Services background
  • Excellent verbal and written communication skills
  • Excellent Customer Service skills
  • High degree of multi-tasking
  • Assertive, confident, positive and professional manner.
  • Ability to deal with potentially stressful situations
  • Flexible and adaptable as the business demands
  • Ability to work in a team and as part of a team members
  • 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.

An Associate Technical Support Analyst will be required to develop their technical knowledge for each application they support. This documentation will include, but is not limited to, Application Technical Manuals, Application Development Design Documentation, and internally developed ticket management information. Online training and documentation will be available for the Service Desk agents training and it is their responsibility to ensure training compliance is maintained.

Individual must be able to work with minimal daily task management.

Experience:

  • Degree in computer science or equivalent.

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.

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How to Apply

Job ID Number: 51308BR
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Opportunity Overview

  • Ongoing
  • Competitive + benefits
  • All grades
  • Nottingham
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Preferred Disciplines...

  • Computer Science

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