Analyst (Support & Operations)
RemoteFull-timeJunior levelPosted 1 week ago
Operations role at HCLTech. Remote.
About the role
Clinical Service Desk Analyst – Access Management Location India (Offshore Hub) – Indian-based positions supporting a global help desk Openings 5 positions (backfill) Reports To Service Desk Manager (Offshore, India) and Service Desk Manager (Onsite, US); functional oversight also from a UK-based supervisor Engagement Type Contract / staff augmentation, initial term of approx. 6–12 months with likely extension Working Hours Shift-based coverage, 9 hours/day inclusive of a 30-minute break (see…
What you'll do
- Process and manage user access requests (provisioning, de-provisioning, and modifications) across approximately 10 clinical business systems
- Perform periodic access reviews to ensure compliance with company and regulatory requirements
- Provide first-line support to end users exclusively through the ticketing system (JIRA and, increasingly
- Redirect any request received via email or Teams to the ticketing system, or capture the existing ticket number if one has already been raised
- Work independently and use sound judgment during periods when supervisors are not directly online, escalating appropriately when needed
What you need
- Ticketing tools
- JIRA
- Customer service
- Documentation
- CRO
- Freshdesk
Good to have
- Salesforce
- Clinical research