Junior - IT Product Support - Service Desk Agent

Monitor the GSC eQMS Global L2 assignment group and ensure timely triage, categorization, prioritization, and ownership of eQMS tickets. Handle eQMS incidents, service requests, and standard changes in BMC Helix ITSM, maintaining clear updates and resolution comments. Support go-live, hypercare, and post-hypercare activities for new lab/site deployments, including transition-related queries and data migration questions.

2-3 years of experience as a Service Desk Agent; additional experience preferred for regulated application support. Strong IT Service Management mindset, including incident, request, change, and problem handling. Practical experience with BMC Helix ITSM or equivalent ticketing tools.

Hybrid work arrangement with working hours from Monday to Friday, 08:00 to 17:00.