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12 Perceptive Jobs

Associate Technical Support Analyst

2-7 years

Hyderabad / Secunderabad

1 vacancy

Associate Technical Support Analyst

Perceptive

posted 27d ago

Job Role Insights

Flexible timing

Job Description

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.


Role & responsibilities

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.


Preferred candidate profile

  • 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


Employment Type: Full Time, Permanent

Read full job description

Prepare for Associate Technical Support Analyst roles with real interview advice

Top Perceptive Associate Technical Support Analyst Interview Questions

Q1. What is azure functions ? what is the difference between azure functions and logic apps
Q2. explain the use of interfaces . when will you use interface vs when will you use abstract class ?
Q3. What is Dependency Injection ? How is dependency Injection achieved ?
View all 8 questions

What people at Perceptive are saying

Associate Technical Support Analyst salary at Perceptive

reported by 4 employees with 2-6 years exp.
₹4.5 L/yr - ₹6 L/yr
41% more than the average Associate Technical Support Analyst Salary in India
View more details

What Perceptive employees are saying about work life

based on 97 employees
76%
91%
87%
80%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Perceptive Benefits

Submitted by Company
Medical Insurance
Wellness Allowance
Life Insurance
Personal Accident Insurance
Submitted by Employees
Free Transport
Work From Home
Health Insurance
Free Food
Cafeteria
Job Training +6 more
View more benefits

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