Help Desk Agent - Operations
On-site · Manila, Metro Manila, Philippines
Job Summary
Provide first-line IT support for Signant Health’s AI-driven Tier 0 systems in clinical trial products; diagnose, troubleshoot, and resolve user issues, log and track support requests, escalate unresolved issues to Tier 2, and maintain thorough documentation. Collaborate with resolver groups, stay current on tools and best practices in IT support, and ensure effective communication with clinical trial teams, researchers, and patients to maintain smooth operation of Signant Health applications and systems.
Required Qualifications
- At least 1–2 years of experience in a help desk or IT support role
- High school diploma or equivalent (required)
- Knowledge of clinical trial processes, products, and software tools is preferred but not required
- Proficiency in English (spoken and written) is required
- Mandarin language proficiency strongly preferred
- Experience with remote troubleshooting tools and ticketing systems such as ServiceNow is desirable
Desired Qualifications
- At least 1–2 years of experience in a help desk or IT support role
- Familiarity with AI-driven support tools
- Understanding of clinical trial processes, products, and software tools
- Strong analytical and troubleshooting skills
- Excellent interpersonal and communication skills
- Broad understanding of IT issues related to software, hardware, networking, and databases
- High attention to detail
- Mandarin language proficiency (strongly preferred)
- Proficiency in English (spoken and written) is required
- High school diploma or equivalent required; a degree in IT, healthcare, or a related field is a plus
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