Help Desk Agent - Operations

About The Role

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 Accountabilities – Function

• AI‑Tier 0 Interaction: Collaborate with AI‑driven Tier 0 support systems to diagnose and streamline issue resolution, 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.
Apply for this Position