Contract Help Desk Agent

ob Summary: We are seeking a motivated and customer-oriented Tier 1 Help Desk Agent to join our Help Desk team. In this role, you will be the first point of contact for users interacting with AI-driven Tier 0 systems in the context of clinical trial products. You will provide technical assistance, troubleshoot issues, and ensure seamless operations for SH systems and applications. This role requires strong problem-solving skills, empathy, and the ability to work effectively in a fast-paced, dynamic environment. Key Responsibilities: AI-Tier 0 Interaction : Collaborate with AI-driven Tier 0 support systems to diagnose and escalate issues, ensuring smooth transitions between automated responses and human support. Technical Support : Provide first-line support for users (clinical trial teams, researchers, patients, etc.) experiencing issues with SH-related products, applications, and software tools. Incident Management : Log and track support requests, ensuring timely resolution. Escalate unresolved issues to Tier 2 or other relevant technical teams. Troubleshooting : Troubleshoot basic hardware, software, and network issues related to clinical trial products and systems. User Assistance : Assist users in navigating SH products, ensuring they have the resources and support to use systems effectively. Documentation : Maintain detailed records of troubleshooting efforts, solutions provided, and user interactions. Ensure proper documentation is kept for recurring issues and resolutions. Communication : Maintain clear and concise communication with users, ensuring they are updated on the status of their support request and are satisfied with the outcome. Collaboration : Work closely with the resolver groups to identify recurring issues, suggest improvements, and ensure the success of trial operations. Continuous Learning : Stay updated on new tools, technology, and best practices in clinical trial management and IT support. Required Skills and Qualifications: Technical Support Experience : At least 1-2 years of experience in a help desk or IT support role, preferably in the healthcare or clinical trials sector. Familiarity with AI Systems : Understanding of AI-driven support tools and how they interact with human agents to ensure smooth user experience and issue resolution. Clinical Trial Knowledge : Familiarity with clinical trial processes, products, and software tools is a plus. Problem-Solving Skills : Strong analytical skills and the ability to think critically when troubleshooting technical issues. Customer Service : Excellent interpersonal and communication skills, with the ability to interact effectively with both technical and non-technical users. Technical Knowledge : Understanding of common IT issues related to software, hardware, networking, and databases. Experience with clinical trial management systems (CTMS), electronic data capture (EDC), and other relevant clinical software is a plus. Detail-Oriented : High attention to detail, ensuring accurate logging and resolution of issues. Preferred Qualifications: Experience working in a regulated environment (e.g., healthcare, clinical trials). Knowledge of clinical trial documentation standards (e.g., 21 CFR Part 11, GxP). Familiarity with remote troubleshooting tools and ticketing systems (e.g., ServiceNow). Education: High school diploma or equivalent required. A degree in IT, healthcare, or a related field is a plus. Shift Timings: Rotational Shifts