Technical Service Analyst I

Description

Technical Service Analyst I

Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.  

Every day we perform better because of how we work together, as one team, each the best at what we do. We bring a wide range of talented experts together across a wide range of business-critical services that support our business. Every role within Corporate is vital to furthering our vision of Shortening the Distance from Lab to Life®.

Discover what our 29,000 employees, across 110 countries already know.

WORK HERE MATTERS EVERYWHERE

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we’re able to create a place where everyone feels like they belong. 

Job Responsibilities

1. Responds to incoming service requests via Service Management platform, telephone, email, self-service, instant messaging, and other contact
methodologies in a timely manner.
2. Uses the prescribed workflow tool(s) to track 100% of all customer contacts, research questions, and issues and resolves each interaction in accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/Operational Level Agreement (OLA). Documents each contact with adequate details according to Company guidelines and Work Instructions.
3. Performs workstation operating system installs from a production core image.
4. Uses IT tools such as InTune, AVD, ZDX etc. to troubleshoot and remediate issues.
5. Configures and troubleshoots ZScaler connections for internet connectivity.
6. Support new hires onboarding and offboarding tasks
7. Escalates problems to senior level support personnel, when appropriate, via proper escalation procedures.
8. Develops and expands writing and customer relationship skills and regularly attends technical and communication training sessions.
9. Work on special projects on an as needed basis.

Experience Criteria -

1. Should have at least 3 Years of experience in technical support role.

2. Should have well versed experience of L1/ L2 support for Hardware & software support with ticketing tools for resolving user issues.

3. Should have Good Communication skills.

4. ITIL Certification is preferred.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.
 

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive.  The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above.   Further, nothing contained herein should be construed to create an employment contract.  Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.  The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.

Summary

1. Responds to incoming service requests via Service Managment platform, telephone, email, self-service, instant messaging, and other contact methodologies in a timely manner. 2. Uses the prescribed workflow tool(s) to track 100% of all customer contacts, research questions, and issues and resolves each interaction in accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/Operational Level Agreement (OLA). Documents each contact with adequate details according to Company guidelines and Work Instructions. 3. Performs workstation operating system installs from a production core image. 4. Uses IT tools such as InTune, AVD, ZDX etc. to troubleshoot and remediate issues. 5. Configures and troubleshoots ZScaler connections for internet connectivity. 6. Support new hires onboarding and offboarding tasks 7. Escalates problems to senior level support personnel, when appropriate, via proper escalation procedures. 8. Develops and expands writing and customer relationship skills and regularly attends technical and communication training sessions. 9. Work on special projects on an as needed basis.