IT Service Desk Specialist

🕒 October 21

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ IT Specialist

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ProductLife Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

💊 Pharmaceuticals

💰 GROWTH EQUITY VC on 2024-04

Consulting • Healthcare • Pharmaceuticals

ProductLife Group is a global life‑sciences consulting and outsourcing firm that pairs deep human expertise with intelligent automation to help bring therapies and health products from development to patient access. The company provides end-to-end solutions across product development (pre-clinical to approval), regulatory affairs, CMC & quality, clinical development, engineering and facility construction, market & patient access, safety and compliance, and digital & AI-enabled innovation. ProductLife Group serves biopharma, medtech and consumer health clients, operates a global network of offices covering 150+ countries, and highlights ~1,750 experts and ~10k+ submissions per year.

📋 Description

• 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 to ensure timely resolution and effective communication 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, particularly in the regulated Life Sciences context • Work within a global 24x7 Service Desk and support assigned shift coverage

🎯 Requirements

• 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 and ability to work shift-based schedules, including weekend shifts as required for 24x7 service coverage

🏖️ Benefits

• Global, innovative team environment • Career growth opportunities • Opportunity to make a meaningful impact on global healthcare and life sciences • 24x7 Service Desk service coverage with shift-based scheduling

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