Technical Service Analyst I

Responsibilities

• First-Line Support: Provide first-level contact and problem resolution for internal employees via phone, email, chat, and the ServiceNow portal.
• Issue Triage & Resolution: Diagnose and resolve technical issues involving Windows 11, macOS, Microsoft 365, Adobe, internal business applications, laptops, desktops, printers, and basic network connectivity.
• ServiceNow Management: Accurately log, track, and document all service requests and incidents in the ServiceNow IT Service Management (ITSM) platform, ensuring tickets contain clear and complete notes.
• User Account Management: Perform basic user account administration in Active Directory and Azure AD, including password resets, account unlocks, and group changes in line with security protocols.
• Escalation Management: Identify, prioritize, and escalate complex incidents to senior analysts or specialized IT teams with full troubleshooting details.
• Knowledge Base Contribution: Assist in creating and maintaining knowledge articles and self-help guides to empower employees and improve efficiency.
• Communication: Maintain clear, professional, and empathetic communication with employees, providing timely updates until resolution.
• Continuous Improvement: Participate in training, team meetings, and improvement initiatives that enhance service delivery and efficiency.
• Qualifications & Skills
• Required:
• Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• At least 2 years of experience in a technical support or service desk role, preferably internal IT.
• Strong customer service orientation with patience and a genuine desire to help people.
• Solid foundational knowledge of Microsoft Windows 10/11 and the Microsoft 365 suite.
• Strong problem-solving and analytical skills with a methodical troubleshooting approach.
• Excellent verbal and written communication skills in English and Chinese, able to explain technical concepts clearly to non-technical users.
• Experience with a ticketing system; familiarity with ServiceNow is highly desirable.
• Preferred (But Not Required):
• Certifications such as ITIL Foundation, CompTIA A+, or Microsoft Modern Desktop Administrator Associate.
• Basic understanding of network concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with basic administration in Azure AD / Active Directory.
• 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, d

Benefits

Additional Information

Technical Service Analyst I Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress. Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering-for each other, for our customers, and ultimately for the people who rely on the services we support. Discover what your 25,000 future colleagues already know: 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 building an inclusive culture - where you can authentically be yourself. Central to this is our purpose - Driven to Deliver - which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone's life. - We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress. Job Responsibilities Position Summary The Technical Service Analyst I is responsible for delivering first and second line technical support and assistance to end users across the organization. This role focuses on resolving routine IT incidents, fulfilling service requests, and ensuring a positive customer experience. The position requires strong problem-solving abilities, effective communication skills, and a commitment to learning and growth within the IT service management function.

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