Associate Technical Support Analyst

Perceptive Inc.; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

A technology firm is seeking an Associate Technical Support Analyst to provide exceptional customer service and resolve technical incidents. The ideal candidate will possess a Bachelor's degree in a technical discipline and have a strong background in service support, particularly in regulated environments. This full-time role requires flexibility and excellent communication skills, with opportunities for professional growth.

Qualifications

• Technical service background required.
• Experience in regulated environments is a plus.
• Understanding of Agile methodologies is preferred.

Responsibilities

• Investigate problems in systems and services.
• Handle customer support requests efficiently.
• Implement stakeholder engagement plans.

Skills

Excellent interpersonal skills

Flexible attitude towards work

Ability to manage multiple tasks

Critical thinking

Process improvement skills

Education

Bachelor's Degree in a technical discipline

ITIL V3 Certification

Job description

Direct message the job poster from Perceptive Inc.

The Associate Technical Support Analyst role is to provide excellent customer service whilst resolving technical incidents of requests raised by end users who are using the business systems.

Key Accountabilities

• Investigates problems in systems, processes and services
• Assists with the implementation of agreed remedies and preventative measures
• Following agreed procedures, identifies, registers and categorises incidents
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate
• Maintains records and advises relevant persons of actions taken

Customer Service Support

• Acts as the routine contact point, receiving and handling requests for support
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues
• Contributes to creation of support documentation
• Ensure all tracking and quality metrics are consistently achieved

Relationship Management

• Implements stakeholder engagement/communications plan
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information
• Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management
• Helps develop and enhance customer and stakeholder relationships

Others

• Carryout any other reasonable duties as requested

Skills

• Excellent interpersonal, verbal and written communication skills
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
• Must have the ability to work methodically in a fast-paced, time-sensitive environment
• Demonstratable ability to apply critical thinking to problems and tasks
• Ability to identify and implement process improvements
• Proactively participates in skills improvement training and encourages their teams to partcipate
• Maintains an up-to-date awareness of trends, tools, technology, techniques and processes that affect technology within the Life sciences domain
• A self-starter and able to work under own initiative
• The ability to work flexibly to cover a range of different shift patterns when required which may include unsociable hours

Knowledge and Experience

• Technical service background
• Experience using tools to communicate progress to Stakeholders
• Experience of regulated environments (GxP, Financial, etc…) or relevant testing experience from another domain that is transferable
• Understanding of Agile methodologies (preferably Scrum), UML, Object Orientated, DataModeling, Process Modeling and/or other development methodologies
• Experience of working in and knowledge of the life sciences sector
• Solid Professional experience in the same or very similar role
• Technical Helpdesk experience

Education

• Bachelor\'s Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experience
• ITIL V3 Certification

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology