IT Service Desk Specialist, Level 3

• Provide first-level IT support to end users
• Manage and monitor incidents and service requests through the IT Service Management (ITSM) platform
• Analyze, troubleshoot and resolve user issues within the Service Desk scope
• Document troubleshooting activities, resolutions and relevant communications accurately and promptly
• Prioritize and manage tickets according to urgency, impact and applicable SLAs
• Escalate complex or unresolved issues to internal expert teams or external software vendors
• Collaborate with subject matter experts and software vendors to investigate and resolve technical issues
• Follow up on escalated tickets to ensure timely resolution and effective end-user communication
• Provide clear and professional communication throughout the incident/request lifecycle
• Create and maintain knowledge articles, FAQs and troubleshooting documentation
• Identify recurring issues and contribute to root-cause analysis and continuous improvement
• Follow company IT policies, procedures and security requirements in the Life Sciences regulatory and compliance context
• Work within a global 24x7 Service Desk and support shift-based service coverage

• Previous experience in an IT Service Desk, Help Desk or IT Support role
• Good understanding of IT support and troubleshooting processes
• Experience working with ticketing / ITSM tools
• Experience with RxLogix is a plus
• Ability to analyze issues, identify possible causes and determine appropriate resolution or escalation paths
• Good communication and interpersonal skills, with a strong customer-service orientation
• Ability to work effectively with technical teams, subject matter experts and external software vendors
• Ability to manage multiple tickets and priorities in a structured manner
• Good written and spoken English
• Experience in a regulated environment, preferably within the Life Sciences industry, is considered a plus
• Problem-solving and analytical mindset
• Strong communication and collaboration skills
• Customer-oriented approach
• Attention to detail and accuracy
• Ability to work under pressure and manage competing priorities
• Proactive approach and willingness to continuously improve processes and knowledge
• May be required to work on a shift-based schedule, including 00:00–08:00, 08:00–17:00 and weekend shifts
• Based in India

• Opportunity to make a meaningful impact on global healthcare
• Career growth opportunity
• Work with an innovative, forward-thinking global team
• Purpose-driven work
• Collaboration with global teams and subject matter experts