Associate Technical Support Analyst

7 days ago

Hyderabad, Telangana, India Perceptive Inc. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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

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
  • 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

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