[15h Left] Contract Help Desk Agent

Job Title Tier 1 Help Desk Agent AI-Driven Tier 0 Support for Clinical Trials Location Noida IndiaDepartment IT Support Clinical TrialsReports To Help Desk Supervisor IT Support ManagerJob 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