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At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives. Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development. That’s our vision. We’re driven by it. And we need talented people who share it. If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry. ? Act as a single point of contact for phone calls and emails from users regarding IT issues and queries. ? Answering, logging and managing calls from internal users via phone and email. ? Analyzes problems (both technical and operational) and arrive at permanent solutions. ? Update and maintain the work log in the CRM tool(s). ? Assists in the support of administrative computer-based applications. ? Take ownership of user problems and follow up for fast resolution on behalf of the user and communi-cate progress in a timely manner. ? To maintain a high degree of customer service for all support queries and adhere to all service manage-ment principles. ? Document all the calls in the CRM software 100%. ? Create solutions for the frequently occurring issues and add it to the Knowledge bank ? Provide stats for the weekly Service Desk report on volume trends. Requirements: ? Technical experience with ITIL foundation certification (Preferably) in IT service management. ? Strong work ethic, detail & result oriented as well as excellent oral and written communication skills. ? Self-motivated, organized and should deliver results under minimal supervision. ? Provide client support and technical issue resolution via email, phone and other electronic mediums. ? Obtain general understanding of applications functionality and operations related tasks. ? Ability to work under pressure and to deliver results and meet deadlines. Good patience’s level and efficiency to meet deadlines. ? Ability to work independently and in a team environment. ? Ability to communicate well with internal and external staffs. ? Willing to work in Rotational Shifts. ? Have knowledge about basic AD functionality and network related troubleshooting. ? Knowledge in all MS office Application will be an added advantage. ? Experience with hardware and software issues troubleshooting. ? Proficient in Internet related issues such as email clients, Web Browsers etc… ? Strong knowledge in Microsoft based operating systems with emphasis on Windows 7 and MS Office 2010. ? Should be a good team player, who understands to compliment the colleagues and achieves team tar-gets. Benefits of Working in ICON: Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent. We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours. We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead. But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change. ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.