Technical Service Analyst I

Technical Service Analyst I

Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.  

Every day we perform better because of how we work together, as one team, each the best at what we do. We bring a wide range of talented experts together across a wide range of business-critical services that support our business. Every role within Corporate is vital to furthering our vision of Shortening the Distance from Lab to Life®.

Discover what our 29,000 employees, across 110 countries already know.

Work Here Matters Everywhere

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we’re able to create a place where everyone feels like they belong. 

Job Responsibilities

Position Summary

The Technical Service Analyst I is responsible for delivering first-line technical support and assistance to end users across the organization. This entry-level role focuses on resolving routine IT incidents, fulfilling service requests, and ensuring a positive customer experience. The position requires strong problem-solving abilities, effective communication skills, and a commitment to learning and growth within the IT service management function.

Key Responsibilities

• First-Line Support: Provide first-level contact and problem resolution for internal employees via phone, email, chat, and the ServiceNow portal.
• Issue Triage & Resolution: Diagnose and resolve technical issues involving Windows 11, macOS, Microsoft 365, Adobe, internal business applications, laptops, desktops, printers, and basic network connectivity.
• ServiceNow Management: Accurately log, track, and document all service requests and incidents in the ServiceNow IT Service Management (ITSM) platform, ensuring tickets contain clear and complete notes.
• User Account Management: Perform basic user account administration in Active Directory and Azure AD, including password resets, account unlocks, and group changes in line with security protocols.
• Escalation Management: Identify, prioritize, and escalate complex incidents to senior analysts or specialized IT teams with full troubleshooting details.
• Knowledge Base Contribution: Assist in creating and maintaining knowledge articles and self-help guides to empower employees and improve efficiency.
• Communication: Maintain clear, professional, and empathetic communication with employees, providing timely updates until resolution.
• Continuous Improvement: Participate in training, team meetings, and improvement initiatives that enhance service delivery and efficiency.

Qualifications & Skills

Required:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience may be considered.
• At least 2 years of experience in a technical support or service desk role, preferably internal IT.
• Strong customer service orientation with patience and a genuine desire to help people.
• Solid foundational knowledge of Microsoft Windows 10/11 and the Microsoft 365 suite.
• Strong problem-solving and analytical skills with a methodical troubleshooting approach.
• Excellent verbal and written communication skills in English and Chinese, able to explain technical concepts clearly to non-technical users.
• Experience with a ticketing system; familiarity with ServiceNow is highly desirable.

Preferred (But Not Required):

• Certifications such as ITIL Foundation, CompTIA A+, or Microsoft Modern Desktop Administrator Associate.
• Basic understanding of network concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with basic administration in Azure AD / Active Directory.

Get to know Syneos Health

Over the past 5 years, we have worked with 94% of all Novel FDA Approved Drugs, 95% of EMA Authorized Products and over 200 Studies across 73,000 Sites and 675,000+ Trial patients.

No matter what your role is, you’ll take the initiative and challenge the status quo with us in a highly competitive and ever-changing environment. Learn more about Syneos Health.
 

http://www.syneoshealth.com

Additional Information

Tasks, duties, and responsibilities as listed in this job description are not exhaustive.  The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Job Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above.   Further, nothing contained herein should be construed to create an employment contract.  Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees.  The Company is committed to compliance with the Americans with Disabilities Act, including the provision of reasonable accommodations, when appropriate, to assist employees or applicants to perform the essential functions of the job.