Associate Technical Support Analyst - Hyderabad, India - Calyx

Description

We're on a mission to change the future ofclinical research. At Calyx, we help thebiopharmaceutical industry bring medicaltreatments to the market, faster.
Our mission is to change the worldbut 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 schemeYOURSELF:

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 Responsibilities:

Key Accountabilities:
Problem ManagementInvestigates problems in systems, processes and services.
Assists with the implementation of agreed remedies and preventative measures.
Incident ManagementFollowing 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 takenCustomer Service SupportActs 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 achievedRelationship ManagementImplements 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.
OtherCarryout any other reasonable duties as requested.


Experience:
Technical service backgroundExperience using tools to communicate progress to StakeholdersExperience of regulated environments (GxP, Financial, etc...)
or relevant testing experience from another domain that is transferableUnderstanding of Agile methodologies (preferably Scrum), UML, Object Orientated, DataModeling, Process Modeling and/or other development methodologiesExperience of working in and knowledge of the life sciences sectorSolid Professional experience in the same or very similar roleCustomer service experienceITIL awarenessTechnical Helpdesk experienceEducation:

Bachelor's Degree in a technical discipline (Maths, Science, Engineering, Computing, etc.) or a related study, or equivalent project-related experienceEnglish: FluentITIL V3 CertificationCome 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.