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Parexel
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Nottingham, Nottinghamshire
Technical Support Analyst
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Job Type: Full-time |
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Overview
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 that has the feel of an innovative technology company. Job Purpose: 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. This role is shift based, either 8am - 4:30pm or 3:30pm - 12am on rotation. 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 skillsStrong attention to detai