Analyst (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support

In short

Worldwide Clinical Trials is expanding its global Clinical Service Desk and hiring Clinical Service Desk Analysts based in India for remote, contract positions. The role focuses on managing user access to clinical systems and providing first-line, ticket-based support, not general IT troubleshooting. Fluency in English and prior help desk/access management experience are required.

Responsibilities

Process and manage user access requests (provisioning, de-provisioning, and modifications) for approximately 10 clinical business systems.
Perform periodic access reviews to ensure compliance with company and regulatory requirements.
Provide first-line, ticket-based support to end users across multiple clinical platforms.
Redirect requests received via email or Teams to the ticketing system or capture existing ticket numbers.
Work independently and use sound judgment during unsupervised periods, escalating appropriately.
Collaborate with team members across different time zones via shared Teams chat.
Complete required quality management documentation as part of onboarding.
Support the transition to 24x5 coverage by flexing between shift patterns during training.

Requirements

Prior experience on a help desk / service desk, ideally with an access management or user administration component.
Strong customer service orientation.
Clear, professional written and verbal English communication.
Ability to work independently and reliably during unsupervised shift hours with strong self-initiative.
Comfortable working in a fully remote, ticket-based support environment with no telephone queue.
If coming from an IT background, must have specific experience in access management, not general technical/IT support.
Fluent spoken and written English required.

Desired Qualifications

Previous experience within pharmaceutical, biotech, or a Contract Research Organization (CRO).
Familiarity with clinical trial regulatory concepts and terminology.
Exposure to clinical systems such as Veeva Vault, Zelta, Salesforce/Savvi, or a Trial Master File (TMF) system.
Experience with JIRA and/or Freshworks/Freshdesk ticketing tools.

Benefits

Contract / staff augmentation, initial term of approx. 6–12 months with likely extension.
Shift-based coverage, 9 hours/day inclusive of a 30-minute break.
Opportunity to extend help desk coverage toward a 24 hours/day, 5 days/week (24x5) support model.
Full training provided on specific tools and clinical systems.
Global team collaboration.

Skills

Access ManagementCustomer ServiceEnglishJIRAFreshworks

#Support#Operations#Access Management#Service Desk#Clinical Systems#Ticketing System

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