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Desktop Support Technician - Global Helpdesk Support

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Date: Feb 23, 2021

Location: IN

Company: Cytel Inc

Cytel provides unrivaled biostatistics and operations research knowledge to our customers in the life sciences industries in the form of both software and services.  At Cytel, we work hard to create successful careers with significant professional growth for our employees, as a result of which they work hard to make Cytel successful. Cytel is a place where talent, experience, and integrity come together to advance the state of clinical development.


Cytel is looking for a Desktop Support Technician, responsible for global technical support to the Cytel users across locations.  As a support technician, you should have a solid technical background combined with IT support service experience: 4+ years. A problem-solving attitude, with an ability to work with the team to resolve issues, and should be able to ensure high-quality technical support and increase client satisfaction.


Essential Job Functions:

  • Manage the help desk calls effectively
  • Ensure support service is timely and accurate on a daily basis
  • Set customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Following best practices through the entire technical support process
  • Follow up with end-users to identify areas of improvement
  • Provide end-user feedback to the appropriate internal teams
  • Ready work in the US (EST) time zone



  • Experience as an IT Support technician
  • Hands-on experience with help desk and remote control software
  • Good written and verbal communications skills
  • Good knowledge of SLA
  • Good understanding of license compliance
  • Good Knowledge of IT SOPs


Technical Skills:

  • ITIL knowledge and certification
  • Hardware knowledge
  • Good knowledge of Windows operating systems desktop as well as Servers
  • Good understanding of network concepts
  • Understanding of Software installation, dependencies requirements



  • Experience in Helpdesk management, customization of helpdesk, workflows etc.
  • Experience in methodologies to improve first call resolution
  • Experience in managing a team within a Helpdesk environment
  • Experience in L1, L2, …level support handling
  • License and hardware Inventory management and updates
  • Experience with remote user support management
  • Experience in using Manage-engine helpdesk will be an added advantage



  • B.S. in Computer Science/Electronics/Electrical


Why Cytel? 

  • Our collaborative working environment encourages innovation and rewards results, and we are proud to have one of the lowest turnover rates in the industry. 

  • In addition to competitive compensation, we offer an excellent benefit's package, annual bonus incentive, promote work-life balance, and the opportunity to grow with us! 

  • Work with respected experts and thought leaders 

Cytel Inc. is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Cytel 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 Cytel’s human resources department to obtain prior written authorization before referring any candidates to Cytel. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and Cytel. 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 Cytel. Cytel shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies.

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