• Receipt of Helpdesk calls from investigator sites, recording of the issues and resolution of the issue through use of the Admin console • Receipt of calls from IVR companies to provide order tracking information, and to resolve problems encountered after an order is received • Resolving 1st level calls for all global locations • Escalating calls appropriately when required • Ensuring all Helpdesk calls are logged and followed through to resolution, as follows: Creation of a ticket in ICCM Engaging in conversation with PM/client/site Submission of a DCR to Production Support, as necessary and appropriate Completing all steps as outlined in the Helpdesk Study Guide Confirmation of issue resolution with client/site • Monitoring the CIRT Admin Console for error messages generated by transaction processes, as well as monitoring the faxes in and out for error messages • Assessment of the error messages and transaction failures to decide what action needs to be taken • Calling investigator sites and monitors to resolve issues resulting from transaction failures • Calling investigator sites and internal clients to resolve issues resulting from Helpdesk calls • Monitoring and distributing Right Fax communications effectively • Participation in cross-functional business process improvement activities as required • Implementation of new working practices within the team • Management of site information – updating and cleaning of study site data at the start and throughout a study • Providing administrative support to the CIRT and Logistics project management teams when Helpdesk workload permits • Complete metrics reports and review with Supervisor/Team Members • Provide Helpdesk specific training(s) to new hires • Act as a mentor for new hires, for a period of 6-12 months, as appropriate • Handle escalation calls and tickets from Customer Care Representative • Scheduling of Associates in consultation with the Team Lead and Manager