• Help Desk Support Representative

    Job Locations - | Netherlands
    Posted Date 6 days ago(6/14/2018 10:10 AM)
  • Overview

    As a top five CRO, we have worked on 100+ marketed drugs across several therapeutic areas and conducted the pivotal or supportive trials that led to FDA and/or international regulatory approval of 45+ such drugs.

    At PRA Health Sciences, providing innovative solutions for our clients is what we do. From full service clinical development to the pioneering Embedded SolutionsTM model, PRA provides a broad spectrum of solutions that meet the demands of a diverse marketplace.

    At PRA, borders do not create boundaries. PRA’s success is dependent upon our ability to attract and retain a talented team of diverse professionals. Our growing workforce is comprised of over 13,000 employees, spanning 13 time zones across six continents and who speak more than 30 languages – yet operate in unison as one worldwide PRA community.

    For more information please see our website:



    We are currently looking for highly motivated individuals to join our successful IT Administrative team in our Groningen office. This role would be ideal for candidates who possess a natural enthusiasm for technology and has the relevant skills, experience and qualifications to perform a Customer Support role. The team provides round-the-clock support to global PRA Health Sciences’ technological system users who are participating in the management of clinical trials across the world.


    Responsibilities in this role include:


    Providing a professional, customer focused service offering, enhancing the user experience

    Applying understanding of company’s general business functions and systems to accurately prioritize each Request

    • Review Service Request queries and escalations via phone and ticket applications.
    • Perform administrative duties in support of our Study Set Up process.
    • Accurately record all customer service requests and actions in the appropriate system
    • Ensure all Service Requests are resolved against SLAs
    • Perform Quality Control role of complete tasks to ensure we meet the expected quality standards and  that work complies with PRA’s Standard Operating Procedures (SOPs) and policies
    • Support the Service Request processes and act as a point of support for the Study / Project teams within the business
    • Provide support and be a point of contact for the Associate Helpdesk Support Representatives.


    • Analytical, dependable and able to multi-task.
    • Customer service orientation.
    • Possesses good interpersonal and communication skills.


    Together with a competitive salary, we offer a comprehensive range of benefits and an excellent working environment.

    PRA Health Sciences is an Equal Opportunity Employer. We welcome and encourage diversity in the workplace.



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