Associate Technical Support Analyst

We're on a mission to change the future of
clinical research. At Perceptive, we help the
biopharmaceutical industry bring medical
treatments to the market, faster.
Our mission is to change the world
but to do this, we need people like you.

Apart from job satisfaction, we can offer you:

HEALTH:

- Medical plan for you and your dependents.

- Personal Accident Insurance

- Life Insurance

- Critical illness cover

WEALTH:

- Salary structure and Flexi basket

- Provident fund of 12%

- Gratuity scheme

YOURSELF: Internal growth and development programs & trainings

Job Summary:

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:

Problem Management

• Investigates problems in systems, processes and services.
• Assists with the implementation of agreed remedies and preventative measures.

Incident Management

• 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.

Other

• 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 participate
• 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, Data
• Modeling, 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
• Customer service experience
• ITIL awareness
• 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
• English: Fluent
• ITIL V3 Certification

Come as you are.

We're proud to be a Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.