The Senior Support Analyst primary role is to provide excellent customer service whilst resolving technical incidents or requests raised by end users. 

Responsibilities

• Monitors service delivery channels and collects performance data.
• Assists with the specification, development, research, and evaluation of services standards.
• Applies these standards to resolve or escalate issues.
• Updating the customer with progress on assigned records until resolution.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents.
• Facilitates recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Work as an induvial or part of team in resolving complex incidents.
• Escalate incidents to Problem Management when required.
• Follow process to complete Service Requests within the Service Level agreement.
• Develops, documents, and implements changes based on requests for change.
• Applies change control procedures.
• Identifies and resolves issues with applications, following agreed procedures.
• Investigates problems in systems, processes, and services.
• Assists with the implementation of agreed remedies and preventative measures.
• Escalate where required to Subject Matter Experts (SME) for problem management.
• Recognize and report potential service improvements
  
• Recognizes and identifies the boundaries of their own specialist knowledge.
• Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organization.
• Carryout any other reasonable duties as requested.

Required experience and skills

• A graduate with minimum of 5 years of experience in technical/customer support
• Excellent interpersonal, verbal, and written communication skills.
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.
• Ability to work methodically in a fast paced, time sensitive environment.
• Proactively participates in skills improvement training.
• Maintains an UpToDate awareness of trends, tools, technology, techniques, and processes that affect technology within the Life sciences domain and data management.
• A self-starter and able to work under own initiative.
• The ability to work flexibly to cover a range of different shift patterns when required which may include unsociable hours and Indian holidays.
• Technical help desk experience desirable.
• Customer service experience essential.
• Unit and system testing/validation desirable.
• ITIL Incident and Problem management desirable.
• Experience of regulated environments or relevant testing experience from another domain that is transferrable
• Experience of working in and knowledge of the life sciences sector is desirable.
• Product based support experience is desirable.

About Us

Perigord is a global organisation and leader in the field of integrated Artwork Management System, Artwork Creation and Production Services to the Life Science industry. With an ever-expanding team of over 500 subject matter experts, we support 15 of the top 20 pharmaceutical companies and over 150 Life Science companies to create, manage and distribute their labelling and packaging assets around the globe.

Patient safety is at the heart of everything we do. We have a passion for innovation, are focused on creative problem solving and have a dedicated product development roadmap. Through all of this, our business has grown exponentially. We are set to expand significantly into the future.

Now partnering with Tech Mahindra and sharing a single ambition, we intend to digitally transform the world of labelling and packaging artwork. We aspire to be the leading provider of Life Science and Commercial Labelling, Artwork Production, Artwork Management and Software Solutions to the world's leading brands.