Job Description
Title: Clinical System Support Specialist
Location:
JobType: Full time
Category: IT, Data & Tech
Description:
Job Description
At Thermo Fisher Scientific, you ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life – enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on now and in the future.
Currently we are looking for a Clinical Systems Support specialist to join our IT team.
Responabilties:
- Acts as the primary support for end users of clinical trial systems, responding to calls, email, chat, and/or self-service requests; logging support calls/resolutions; resolving incidents and providing required assistance to customers.
- Performs regular follow-up on incidents to ensure all issues are resolved fully and in a timely manner.
- Handles all aspects of access management, including but not limited to provisioning, updating and revoking access and following established guidelines and processes. Assesses and troubleshoots access management requests or problems.
- Manages escalations from onset to closure to ensure issues are addressed across different functional areas or cross-departmental lines.
- Occasionally carries on call phone/pager for after-hours support. Responds to after-hours inquiries within defined service level definitions.
Requirements:
- Post high / secondary school degree or certificate.
- Experience in IT operations, helpdesk / call center or access management environment
Knowledge, Skills and Abilities:
- Proficiency of primary software used by the company.
- Working knowledge of Helpdesk Call Tracking software and ACD systems Strong attention to detail Ability to follow processes without deviation.
- Ability to multi-task and apply organizational skills.
- Excellent problem-solving skills.
- Strong written and verbal communications skills
- Positive attitude and enthusiasm towards work
- Excellent customer service skills
- Ability to multi-task and excellent organizational skills with strong attention to detail
- Ability to work independently and keep up with rapid changes in priorities Proven ability to learn new software and systems as well as new terminology and processes.
- Ability to work as a member of a team and promote teamwork in a multi-disciplinary team setting.
- Extensive language skills, including strong English language both written and verbal