Technical Service Analyst I
Syneos Health® is a leading fully-integrated life sciences services organization built to accelerate customer success. We partner with innovators at every point across the drug development and commercialization continuum, helping them navigate complexity, anticipate change and accelerate progress.
Every day we perform better because of how we work together, as one team, each the best at what we do. We bring together talented experts across a broad spectrum of business critical corporate functions. Every role plays an essential part in enabling our customers to achieve their goals. Our teams are agile, collaborative, and committed to delivering—for each other, for our customers, and ultimately for the people who rely on the services we support.
Discover what your 25,000 future colleagues already know:
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 building an inclusive culture – where you can authentically be yourself. Central to this is our purpose – Driven to Deliver – which captures the passion of our colleagues to show up each day and shape solutions that have the ability to dramatically impact someone’s life.
- We are continuously building the company we all want to work for and our customers want to work with. Why? Because we know that when we bring together smart colleagues from across the world, we can shape the future of healthcare, driving impact for customers and defining the pace of patient progress.
Job Responsibilities
Position Summary
The Technical Service Analyst I is responsible for delivering first and second line technical support and assistance to end users across the organization. This 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.
1. Core Technical Skills (Must-Have)
Derived directly from your JD + TA discussions:
- L1/L2 troubleshooting experience (hardware + software)
- Strong OS & End User support (Windows, O365, Outlook, Teams)
- Basic network troubleshooting (VPN, connectivity, login issues)
- Ticketing tool experience (ServiceNow or similar)
- Hands-on support for:
- Laptop setup / reimaging
- Device enrollment & troubleshooting
- Peripheral troubleshooting:
- Printers / VC devices / conferencing tools
- Must be hands-on, not just remote support
2. Tool & Platform Exposure
- ServiceNow / ITSM tools (incident + request handling)
- Active Directory (passwords, access, group management)
- Collaboration tools:
- Optional (Good-to-have)
- Intune / device management exposure
- AVD / virtual desktop awareness
3. Process & ITIL Alignment
- Understanding of incident / request / escalation lifecycle
- ITIL basics (certification = bonus)
- Documentation discipline:
- Work notes
- Ticket hygiene
- Ability to follow standardized processes
4. Communication & User Handling
- Strong English communication
- Clear articulation (user + stakeholder interaction)
- Ability to:
- Manage user expectations
- Provide status updates clearly
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.
