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Parexel
Parexel Associate, IT Service Desk Recruitment 2026: Apply Online
Associate, IT Service Desk
Experience Required
2 – 3 Years
Salary / Package
Best in Industry Standards
Work Mode
On-site / Shift System
Openings
Not Specified
Job Overview
Job Overview
Parexel is seeking an enthusiastic and skilled Associate, IT Service Desk to join its global IT operations team in Hyderabad, India. This position plays a pivotal role in delivering top-tier technical support and problem resolution for Parexel’s worldwide workforce, clients, and key partners. As part of the IT Service Desk, you will serve as the first line of defense, ensuring that corporate technical infrastructure, business applications, and site services operate smoothly around the clock.
Key Accountabilities
The successful candidate will handle a diverse set of responsibilities to guarantee high availability and resolution of IT issues:
- Provide first-line technical support to Parexel end users, clients, stakeholders, and partners via phone, live chat, email, and Self-Service ticket portals.
- Maintain 24/7 continuous support coverage for IT Infrastructure, Enterprise Applications, and Site Services teams.
- Perform primary triage, diagnosis, and resolution of incoming tickets at the first contact level whenever feasible.
- Accurately document, log, categorize, and track all incidents and service requests in the corporate ticketing platform.
- Escalate unresolved or complex Level 2 and Level 3 technical issues to appropriate specialized technical teams.
- Follow established standard operating procedures, work instructions, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service quality metrics.
- Maintain ownership of assigned tickets from creation to final resolution, providing consistent and timely communication updates to end users.
- Execute remote desktop troubleshooting tools to isolate, diagnose, and remediate technical issues efficiently.
- Foster productive, cross-functional communication between IT Infrastructure, Software Applications, and Operations units.
- Leverage learned knowledge and operational insights to continually refine and enhance internal IT service desk methodologies.
Required Skills and Capabilities
Applicants should possess a strong blend of interpersonal and core technical competencies:
- Exceptional verbal and written English communication skills alongside strong interpersonal acumen.
- Analytical thinking combined with methodical problem-solving and diagnostic capabilities.
- A strongly customer-oriented mindset paired with a dedication to service excellence.
- Proven ability to navigate multi-channel support channels (phone, live chat, email, web tickets) in a fast-paced environment.
- Functional knowledge of desktop hardware, PC components, peripheral devices, and system software troubleshooting.
- Workable familiarity with Windows OS, Microsoft Office applications, basic networking, and remote management tools.
- Ability to prioritize incoming workloads, multi-task effectively, and remain adaptable under pressure.
- Collaborative mindset with a strong ability to contribute within diverse, global teams.
Key Job Details
| Company Name | Parexel |
| Job Role | Associate, IT Service Desk |
| Experience | 2 – 3 Years |
| Salary Range | Best in Industry Standards |
| Job Type | Full Time / Corporate |
| Work Mode | On-site / Shift System |
| Openings | Not Specified |
| Job Location | Hyderabad, India |
Key Responsibilities
- Provide primary IT support via phone, live chat, email, and self-service portals.
- Ensure 24/7 support availability across IT Infrastructure and Application teams.
- Perform initial diagnostics and aim for high First Contact Resolution (FCR).
- Log, categorize, and track incidents inside the ITSM ticketing system.
- Escalate complex incidents to Level 2 / Level 3 support groups when required.
- Strictly adhere to corporate SLAs, KPIs, and established work instructions.
- Maintain ticket ownership and provide clear status updates to users.
- Utilize remote troubleshooting tools to resolve client computing issues.
Requirements & Qualifications
- Total Experience: 2 – 3 Years in IT domain.
- Relevant Experience: 1 – 3 Years in IT Service Desk / Technical Support.
- Education: Bachelor’s degree (B.E/B.Tech/BCA/B.Sc) or equivalent.
- Strong grasp of Windows OS, MS Office suite, and PC desktop hardware.
- Basic knowledge of networking concepts and remote desktop support tools.
- Good to Have: Knowledge aligned with CompTIA certifications or prior IT support background.
Required Skills
- Excellent verbal and written communication skills
- Problem-solving and analytical thinking
- Customer service orientation
- Incident & Service Request Management
- Multi-channel support handling
- Desktop & PC hardware troubleshooting
- Windows OS & MS Office suite support
- Basic Networking concepts
- Remote management tools
- Multi-tasking and workload prioritization
About Parexel
Parexel International is a leading global Clinical Research Organization (CRO) providing comprehensive biopharmaceutical development services. Focused on bringing life-saving treatments to market faster, Parexel supports biopharmaceutical and medical device companies worldwide through scientific expertise, clinical trial management, regulatory consulting, and robust technological infrastructure.
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Frequently Asked Questions
Q: What is the job location for the Associate, IT Service Desk role at Parexel?
A: The position is based at Parexel’s office in Hyderabad, Telangana, India.
Q: What qualification is required for this Parexel recruitment?
A: Candidates must hold a Bachelor’s degree (B.E/B.Tech/BCA/B.Sc) or an equivalent academic qualification.
Q: How much experience is required for the Associate, IT Service Desk position?
A: The job requires 2 to 3 years of overall work experience, with 1 to 3 years specifically in an IT support or Service Desk environment.
Q: Is this a shift-based position?
A: Yes, the IT Service Desk maintains 24/7 support coverage for Parexel’s global infrastructure, so shift rotation may be required.
Q: How can I apply for the Parexel Associate IT Service Desk post?
A: Candidates can apply directly online through the official Parexel Workday career portal using the direct application link provided.
Q: Are certifications mandatory for this position?
A: Certifications are not strictly mandatory, but candidates with CompTIA knowledge or prior IT support experience are preferred.
Disclaimer: This job post is prepared by collecting data from the official career page of Parexel. We are not direct recruiters or representatives. Candidates should carefully review the requirements and policies on the company’s portal before initiating an application.