(High Salary) Senior Support Analyst

22 hours ago

Hyderabad, India Perigord Life Science Solutions Full time
About Us:

Perigord is a global organisation and leader in the field of integrated Artwork Management System, Artwork Creation and Production Services to the Life Science industry. We provide the world's leading life science companies with a comprehensive range of creative, production, and project management solutions, supporting all aspects of their packaging, artwork/labelling, and marketing operations globally. As a global organization, our team of professionals is recognized as leaders in their field, as innovators who always challenge convention and bring unique perspectives to how our clients can increase efficiency and bring products to market quicker.

Now partnering with Tech Mahindra, a global leader in digital transformation, Perigord is undergoing significant expansion across all our locations Ireland, India, Germany and the USA. This partnership allows us to leverage advanced technologies and extensive networks, enhancing our capabilities and global reach. We are seeking experienced and focused professionals to join us in supporting this exciting growth phase. We are dedicated to recruiting the best talent and creating personal and professional development opportunities.

Join Perigord and become part of a rapidly expanding team. Enjoy working in an energetic and open environment where your skills and ambitions will be nurtured, your contributions valued, and your work-life balance respected. Be part of our journey and help us continue to lead and innovate in the life sciences sector. Perigord is an equal opportunities employer.

The Role:

The Senior Support Analyst's primary role is to provide excellent customer service while resolving technical incidents or requests raised by end users.

Your Responsibilities:

- Monitor service delivery channels and collect performance data.- Assist with the specification, development, research, and evaluation of service standards.- Apply these standards to resolve or escalate issues.- Update the customer with progress on assigned records until resolution.- Prioritize and diagnose incidents according to agreed procedures.- Investigate causes of incidents and seek resolution.- Escalate unresolved incidents.- Facilitate recovery following the resolution of incidents.- Document and close resolved incidents according to agreed procedures.- Work individually or as part of a team in resolving complex incidents.- Escalate incidents to Problem Management when required.- Follow processes to complete Service Requests within the Service Level Agreement.- Develop, document, and implement changes based on requests for change.- Apply change control procedures.- Identify and resolve issues with applications following agreed procedures.- Investigate problems in systems, processes, and services.- Assist with the implementation of agreed remedies and preventative measures.- Escalate issues to Subject Matter Experts (SME) for problem management when required.- Recognize and report potential service improvements.- Identify the boundaries of your own specialist knowledge and collaborate with other specialists where appropriate to ensure advice given meets the organization's needs.- Perform any other reasonable duties as requested.

Preferred Qualifications, Training, and Experience:

- Bachelor’s degree in a relevant field- Minimum of 5 years’ experience in technical/customer support.- Excellent interpersonal, verbal, and written communication skills.- Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.- Ability to work methodically in a fast-paced, time-sensitive environment.- Maintains an Up-to-date awareness of trends, tools, technology, techniques, and processes that affect technology within the Life sciences domain and data management.- 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 and Indian holidays.- Technical help desk experience desirable.- Customer service experience is essential.- Unit and system testing/validation experience desirable.- ITIL Incident and Problem management desirable.- Experience in regulated environments or relevant testing experience from another domain that is transferrable.- Experience working in and knowledge of the life sciences sector is desirable.- Product-based support experience is desirable.

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