Associate, IT Service Desk

Parexel; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Parexel is seeking a capable IT Helpdesk Support professional in Hyderabad to provide first-line support to end users, clients, and partners across multiple channels. The role emphasizes timely ticket resolution and strong collaboration with IT Infrastructure and Site Services teams.

The ideal candidate will handle initial diagnosis, logging, and escalation while maintaining SLA obligations and delivering high-quality service.

Qualifications

• 2–3 years total work experience in IT support.
• 1–3 years relevant IT support experience.

Responsibilities

• 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 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

Communication skills

Problem solving

Customer service

Incident management

Multi-channel support

Desktop troubleshooting

Windows OS knowledge

Networking basics

Remote support tools

Team player

Education

Bachelor's degree

Job description

• 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

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