Parexel
When our values align, there's no limit to what we can achieve. At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.Parexel is in the business of improving the world’s health. We do this by providing a suite of biopharmaceutical services that help clients across the globe transform scientific discoveries into new treatments. We believe in our values, Patients First, Quality, Respect, Empowerment & Accountability.This role will work within our innovative Data & Technology group that continues to evolve to meet business needs, fuel Parexel's growth and enable improved support for stakeholders, including customers and ultimately patients, who will benefit from Parexel's integrated processes and systems.This role will be based in South Africa (only) and will be fully office based in our Blomefontiane location (with slight flexibility for 1 day working from home). As the IT Support Specialist I you will provide first-level technical support and assistance to end users within the clinical research organization, ensuring the effective operation of computer systems, software applications, and peripheral equipment. You will serve as the initial point of contact for all IT-related issues, troubleshooting and resolving common technical problems while maintaining high levels of customer service to enable uninterrupted workflow for clinical research professionals.Key Accountabilities:Technical Support and Issue ResolutionRespond to and resolve user requests and incidents through the service desk ticketing systemProvide first-level troubleshooting for hardware, software, network, and peripheral issues User Account ManagementSupport onboarding and offboarding processes for employees by managing their IT assets and accountsEnsure compliance with security policies for account management Hardware and Software SupportInstall, configure, and update software applications used in clinical research environmentsSet up workstations, laptops, tablets, and mobile devices for new and existing usersEnd-User Training and SupportProvide basic training to users on standard software applications and systemsCreate and maintain end-user documentation and quick reference guidesIT Operations SupportParticipate in routine system maintenance activities under supervisionAssist with basic network troubleshooting and connectivity issuesDocumentation and ReportingMaintain accurate records of all support activities in the service desk systemDocument common issues and solutions for knowledge base articlesSecurity and ComplianceEnsure adherence to IT security policies and proceduresAssist with basic security measures such as antivirus updates and patches.Education:Associate's degree in Information Technology, Computer Science, or related field preferredHigh school diploma or equivalent with relevant technical training required.Skills: Technical SkillsProficiency with Windows and/or macOS operating systemsKnowledge of standard office productivity software (Microsoft Office, Google Workspace)Basic understanding of network concepts and troubleshootingFamiliarity with remote support tools and technologiesBasic knowledge of IT security principles and practicesUnderstanding of computer hardware components and peripheralsExperience with service desk ticketing systemsBasic knowledge of mobile device management Support and Service SkillsStrong customer service orientationEffective problem-solving and troubleshooting methodologyClear verbal and written communication abilitiesActive listening and questioning techniquesAbility to explain technical concepts in non-technical termsTime management and prioritization of support requestsAttention to detail and thorough documentation practicesPatience and empathy when dealing with frustrated users Professional SkillsTeam collaboration and cooperationSelf-motivation and initiativeAdaptability to changing priorities and technologiesWillingness to learn new systems and applicationsProfessional demeanor and appearanceReliability and dependabilityBasic project coordination abilitiesAbility to work under pressure during system outages Knowledge and Experience: Previous basic experience in an IT support or related IT Helpdesk technical role.Experience with common business applications and productivity toolsFamiliarity with standard hardware troubleshooting techniquesUnderstanding of basic IT service management conceptsKnowledge of standard IT support processes and proceduresExperience with remote support and assistance toolsBasic understanding of clinical research applications beneficial but not requiredFamiliarity with regulated environments a plusIn return we will be able to offer you a structured career pathway and encouragement to develop within the role including awareness and understanding of the industry. You will be well supported and in return for your hard work you will be rewarded with a competitive base salary and holiday as well as other leading benefits you would expect with a top company in the CRO Industry.Apply today to begin your Parexel journey!#LI-LG2