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Job description

Site Name: Home Worker - GBR, Home Worker - USA, UK - Hertfordshire - Ware, USA - North Carolina - Zebulon, USA - Pennsylvania - Upper Providence
Posted Date: Jun 15 2021

The IRT help desk specialist will provide Tier 2 Help Desk user support and customer service on the GSK in-house Interactive Response Technology (IRT) system used for GSK Investigational Clinical Trials .

This role will troubleshoot Requests and Incidents and provide guidance for IRT investigational Trials on appropriate action; analyze Help Desk data incident management reporting and provide Senior IRT Project Managers with recurring root causes for IRT study support improvements; and Support Senior IRT Project Managers with the end to end pre-live study configuration process. This role will support 24/7/365 Help Desk operations via an on-call rotation schedule.

Key Responsibilities:

  • Respond to queries initiated via chat, chatbot, email, or phone calls as Tier 2 Help Desk support level and process the end to end resolution via the incident management system.

  • Train others help desk support staff members (Tier 1 and/ Tier 2) on troubleshooting and diagnosing problems using IRT system

  • Write, edit, and revise IRT help desk Knowledge Bases, Training eModules, Hands on exercise Maintenance and Help Desk training documents for all Tier Level Support (CSHD, IRT Help Desk Support and 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.

  • Future development in the IRT configuration support and manage/maintain simpler IRT study designs.

  • Admin Support for studies / site's maintenance activities post go-live in accordance with our Help Desk Support SOP and Knowledge Bases.

  • Proactively advise on the study resupply strategy configuration to ensure IRT and shipping systems are used to optimum efficiency.

  • Proactively communicate issues to the other members of the IRT team and Supply Chain Study Lead and/or Clinical Development personnel, where appropriate maintaining integrity of the Investigational Clinical Trials.

  • Demonstrates knowledge of the functions of the IRT, Clinical Supplies, and understanding of the relationships to other departments such as eData management, Clinical Development and Biostatistics.

  • 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.

  • Participate in the Study Configuration end to end process, as reviewer of the Pre-Live and Post -Live Study setup Verification checklist activity.

  • Provide information to investigate Near Misses & Stock-outs to implement process improvements.

  • Participate in inspections and regulatory audits, when required.

  • Participate in an 24/7/365 IRT Help Desk Support on-call rotation schedule.

Why you? Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

  • Bachelors degree in a scientific field or 2 years of experience in a related field

  • Experience in incident management, IRT system and/or clinical supplies

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

  • 2 years of xperience in incident management, IRT system and/or clinical supplies

  • Understanding of the development process and clinical supplies

  • Demonstrates fundamental knowledge of computer systems and IRT/IWRT

  • Ability to maintain accurate records and files in accordance with GSK policy, cGMPs, and SOPs

  • Proven computing skills & experience with various software: Excel, Word, Powerpoint, Visio, MS Project, and incident Management system, etc.

  • Proven ability to work in a matrix team

  • Should be detail-oriented and possess the ability to handle multiple tasks

  • Ability to train others inside and outside the workgroup in area of expertise

  • Experience in working with customer relations

  • Must exhibit excellent oral and written communication skills

  • Good interpersonal skills

  • Good planning and coordination skills

  • Problem solving skills

Why GSK?

Our values and expectationsare at the heart of everything we do and form an important part of our culture.

These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance, and trust, the successful candidate will demonstrate the following capabilities:

  • Operating at pace and agile decision-making - using evidence and applying judgement to balance pace, rigour and risk.

  • Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.

  • Continuously looking for opportunities to learn, build skills and share learning.

  • Sustaining energy and well-being.

  • Building strong relationships and collaboration, honest and open conversations.

  • Budgeting and cost-consciousness.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK's compliance to all federal and state US Transparency requirements. For more information, please visit GSK's Transparency Reporting For the Record site.

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