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.
- Incident Management: Log and track support requests, ensuring timely resolution. Escalate unresolved issues to Tier 2 or other relevant technical teams.
- Troubleshooting: Resolve 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, keeping them updated on the status of their support request and ensuring satisfaction with the outcome.
- Collaboration: Work closely with resolver groups to identify recurring issues, suggest improvements, and enhance trial operations.
- Continuous Learning: Stay updated on new tools, technology, and best practices in clinical trial management and IT support.

Knowledge, Skills & Attributes – Essential

- 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.
- 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 during technical troubleshooting.
- Customer Service:



Excellent interpersonal and communication skills with the ability to interact effectively with 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.

Desirable

- 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.

Mandatory Mandates and Mandated Mandatories

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📌 Help Desk Agent - Operations (Santiago)
🏢 Signant Health
📍 Santiago