• Help Desk Support Representative

    Job Locations (All) | India
    Posted Date 2 weeks ago(10/11/2018 3:47 AM)
  • Overview

    Providing innovative solutions for our clients is what we do. But innovation just for the sake of innovation isn’t why we do it. Side-by-side with our clients, we strive to move drug discovery forward, to help them develop life-saving and life-improving drugs. We help change people’s lives for the better every single day. It’s who we are. And it’s who you could be too.


    We welcome applications with relevant technical qualifications, who also possess a good working knowledge of Microsoft Office applications and have applied these skills in a working environment. An excellent attention to detail and ability to solve problems while maintaining a positive and confident outlook is important. The day-to-day overview:


    • Provide a professional, customer focused service offering, enhancing the user experience
    • Provide Technical Customer Support at a Tier 1 level as part of a Global Help Desk group
    • Troubleshoot Microsoft Windows, Active Directory, and Outlook incidents.
    • Accurately prioritize each Incident and assign to the correct IT Support group
    • Monitor the Impact and Urgency of incidents, both actual and potential.
    • Provide telephone support for the 24/7 IT Helpdesk, handling calls from all PRA employee groups and external Site and Sponsor system users
    • Work in conjunction with Tier 2 IT Support to maximize first call resolution levels
    • Resolve Incidents within Service Level Agreement time frame expectations
    • Contribute positively to continuous IT Support enhancements, including improvements to Knowledge Base Training Materials
    • Communicate common problems to Tier 1 Management, highlighting any trends in the issues affecting our customer groups
    • Perform entry into CTMS of Clinical Operations Account and Contact Management information


    • Strong diagnosis and troubleshooting skills
    • Experience supporting Microsoft Windows 7 and applications
    • Prior experience in a team-based Help Desk, IT Support, or Customer Support role
    • Experience with end user support for Active Directory and Exchange.
    • Excellent written and oral communication skills
    • A passion for technology and a desire to grow technical skills
    • Prior pharma/clinical research/ life sciences industry experience, preferred
    • Bachelor’s Degree, preferred
    • Professional Certification, preferred (A+, MCP, etc)

    Together with a competitive salary, we offer a comprehensive range of benefits and an excellent working environment. As we continue to expand, there will be career opportunities on a truly global scale. 


    Your health, Your family, Your career — the things that matter to you, matter to us. The benefits of PRA just get better and better.


    PRA Health Sciences is an Equal Opportunity Employer. We welcome and encourage diversity in the workplace.


    For more information please visit our website:


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