RTSM Specialist

RTSM Specialist
Lisboa
Lisboa, Lisboa, Portugal

Decskill, founded in 2014 as an IT Consulting Company, places paramount importance on its greatest asset: its people. Our main mission is to deliver value through knowledge and talent, and we achieve this by fostering a culture of excellence and investing in the development and
- being of our people. With over 600 dedicated professionals and offices in Lisbon, Porto, Madrid, and Luxembourg, Decskill operates across three core areas:

DECSKILL TALENT: We believe that our people are key to our success. Through Decskill Talent, we empower our team to embrace the digital transformation challenges of our clients. We collaborate with clients to drive innovation, ensuring project success and business growth

DECSKILL BOOST: Equipping our team with the latest tools and methodologies, we optimize Time-to-Market and deliver innovative solutions exceeding client expectations.

DECSKILL CONNECT: Our team collaborates closely with clients to implement and manage IT infrastructures that generate
- term value.

At Decskill, we believe that by nurturing and empowering our people to confront the challenges of digital transformation, we create value not only for our clients but also for our entire ecosystem, fostering a digital community dedicated to growth and progress.

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

• Train other 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 e
Modules, 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.

• Admin Support for studies’ / site’s maintenance activities post
- 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.

• Demonstrate knowledge of the functions of the IRT, Clinical Supplies, and understanding of

the relationships to other departments such as Data 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
- hoc reports, Study Specific User Manuals, and Knowledge bases request as needed.

• 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
- call rotation schedule

If you’re interested in this job please send your CV to joana. ramos@decskill.com

Decskill is committed to equality and
- discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.