IT Service Desk Specialist

• 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 Service Level Agreements (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 and communicate effectively with end users
• 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 within the regulated Life Sciences context

• 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
• Based in India
• Willingness/ability to work shift-based schedules, including weekend shifts, to support continuous 24x7 service coverage

• Global, innovative team environment
• Career growth opportunities
• Purpose-driven work in global healthcare and life sciences
• 24x7 service coverage with shift assignments according to business and service requirements