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Associate Analyst - Helpdesk Support  Collegeville, PA  Posted: 9/20/2022
Job Description

Job ID#:


Our customer in Collegeville PA is seeking an ASSOCIATE ANALYST -  Help Desk Support Escalation role  - Level 1 to work onsite at  their facility , one of the largest pharmaceutical companies in the world.  This is an IT support role with hours of  8:00am - 4:30pm. 

The daily duties will include the following: 

  • Respond to queries initiated via Tier 1 escalation, chat, emails, or phone calls as a Tier 2 IRT Support Specialist and process the end-to-end resolution via the incident management system.
  • Write, edit, and revise IRT help desk Knowledge Bases, Hands on exercise Maintenance and Help Desk training documents for all Tier Level Support (CSHD, IRT Support and IRT IT Support).
  • Identify and escalate situations requiring Critical, Urgent, High, Medium or low attention following the Help Desk Support Escalation process.
  • Follow up with IRT customers (End Users) to ensure full resolution of Inquiries/Issues.
  • Run incident management system reports to analyze common complaints and/or Root causes and inform IRT management of recurring problems.
  • Proactively advise on the study resupply strategy configuration to ensure shipping systems are used to optimum efficiency.
  • Proactively communicate issues to the other members of the team and Supply Chain Study Lead and/or Clinical Development personnel with information for Investigational Clinical Trials.
  • Perform study/site/subject data changes via the IRT in accordance to the Help Desk Standard Operating Procedures.
  • Perform manual drug dispensation and verification activities on behalf of the Site staff user, when required, using the IRT system.
  • Create ad-hoc reports, Study Specific User Manuals, and Knowledge bases request as needed.

    Requires that all workers be fully vaccinated against COVID-19 and proof of vaccination will be required. Considerations will be made for those seeking Medical Exemption under ADA or Religious exemption under Title VII

Job Requirements



  • BA/BS degree or equivalent experience
  • Minimum of 1 year related experience in incident management, IRT system, and/or clinical supplies

Qualified individuals should possess a minimum knowledge of the following:
  • Demonstrate fundamental knowledge of computer systems
  • Ability to maintain accurate records and files in accordance with policy, cGMPs, and SOPs
  • Proven computing skills & experience with various software: Excel, Word, PowerPoint, Visio, MS Project, Incident Management systems, etc.
  • Detail-oriented and possess the ability to handle multiple tasks
  • Experience in working with customer relations
  • Exhibit excellent oral and written communication skills as well as having Good problem solving skills


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