Job Description

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

Signant Health