Signant Health is inviting applications for the position of Help Desk Agent at its Noida location. The company is looking for customer-oriented professionals with experience in IT support, help desk operations, healthcare, or clinical trials.
The selected candidates will provide Tier 1 technical support for clinical trial products, troubleshoot hardware and software issues, collaborate with AI-driven Tier 0 support systems, and assist users with technical queries. Candidates should be comfortable working rotational 24/7 shifts and onsite.
Job Details
| Particulars | Details |
|---|---|
| Company | Signant Health |
| Job Title | Help Desk Agent (Tier 1) |
| Location | Noida |
| Experience | 1–4 Years |
| Preferred Help Desk Experience | 1–2 Years |
| Vacancies | 7 |
| Industry | Pharmaceutical & Life Sciences |
| Department | Customer Success, Service & Operations |
| Employment Type | Full Time, Permanent |
| Role Category | Customer Success, Service & Operations – Other |
Number of Positions
- Total Openings: 7
Roles and Responsibilities
Selected candidates will be responsible for:
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- Providing first-line technical support to clinical trial teams, researchers, patients, and other users.
- Collaborating with AI-driven Tier 0 support systems to diagnose and escalate technical issues.
- Troubleshooting basic hardware, software, and network-related problems.
- Logging and tracking support requests and ensuring timely resolution.
- Escalating unresolved issues to Tier 2 or relevant technical teams.
- Assisting users in navigating Signant Health products, applications, and software tools.
- Maintaining detailed records of troubleshooting activities, solutions, and user interactions.
- Communicating support request updates and ensuring user satisfaction.
- Working with resolver groups to identify recurring issues and recommend improvements.
- Staying updated on new technologies and best practices in clinical trial management and IT support.
Eligibility and Qualifications
Educational Qualification:
- High school diploma or equivalent required.
- Any Graduate.
Experience:
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- 1–4 years of overall experience as per the job listing.
- At least 1–2 years of help desk or IT support experience is preferred.
- Experience in healthcare or clinical trials is preferred.
Additional Preferred Qualifications:
- Understanding of AI-driven support tools.
- Familiarity with clinical trial processes, products, and software.
- Experience with Clinical Trial Management Systems (CTMS) and Electronic Data Capture (EDC).
- Experience working in regulated environments such as healthcare and clinical trials.
- Knowledge of 21 CFR Part 11 and GxP documentation standards.
- Familiarity with remote troubleshooting tools and ticketing systems such as ServiceNow.
- A degree in IT, healthcare, or a related field is desirable.
Required Skills
Candidates should possess the following skills:
- IT Help Desk Support
- Customer Support
- Technical Troubleshooting
- Hardware and Software Support
- Network Troubleshooting
- AI-Driven Support Systems
- Clinical Trial Software
- CTMS and EDC
- Ticket Management and Issue Escalation
- Analytical and Problem-Solving Skills
- Communication and Interpersonal Skills
- Documentation and Attention to Detail
Work Requirements
- Willingness to work rotational 24/7 shifts.
- Availability for onsite work.
- Ability to interact with technical and non-technical users.
- Ability to work in a fast-paced support environment.
