Role Purpose:

The IT PRODUCT SUPPORT - SERVICE DESK AGENT provides reliable L2 application support,

ensuring that incidents, service requests, standard changes and operational questions are triaged,

investigated, resolved or escalated in line with ITIL good practices, GAMP5 expectations and applicable eQMS procedures.

eQMS is now used across multiple divisions, business lines, lab sites and regions, with increasing

volumes driven by go-lives, migrations and D4 onboarding.

Support must cover normal operations plus go-live hypercare, post-hypercare stabilization and release deployment periods.

Operational topics include scheduler issues, synchronization issues, client signature file / queue issues, reporting export failures, save/check-in technical errors and formatting view issues.

Support requires coordination with L1 Service Desk, GSC eQMS L2, development, infrastructure,

QA/validation, deployment, migration and business/key-user teams.

Key Responsibilities:
- Following ITIL good practices, GAMP5 guidelines, Internal eQMS procedures and working instructions,



the mission of the IT PRODUCT SUPPORT - SERVICE DESK AGENT is to:
- Monitor the GSC eQMS General L2 / GSC eQMS L2 assignment group and ensure timely triage,

categorisation, prioritisation and ownership of eQMS tickets.
- Handle eQMS incidents, service requests and standard changes in BMC Helix ITSM, maintaining clear updates, workaround notes, root-cause evidence and resolution comments.
- Investigate application issues impacting Document Control, Training, Change Management and related operational queues, including document collaboration, quality review, formatting, review/approval, assigned admin work, hardcopy work, acknowledgements, client signatures, training plan reviews and quarantined documents.
- Support reporting and export-related incidents, including failures in reporting exports, technical errors during save/check-in and user-facing formatting view issues.
- Support go-live, hypercare and

📌 IT Product Support (Bogotá)
🏢 Infotree Global Solutions
📍 Bogotá