Help Desk Agent - Operations

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 a...