Service Desk Analyst - Clinical Applications Support - Remote

NTT DATA is a technology services company providing healthcare and digital infrastructure solutions. The Service Desk Analyst will provide first-line technical and application support to healthcare professionals in a 24x7x365 environment, troubleshooting clinical applications, documenting incidents, resolving issues, and escalating complex problems.

What you'll do:

• Handle inbound calls from healthcare professionals and clinical staff requiring technical and application support
• Troubleshoot issues involving clinical applications such as Epic, Cerner, McKesson, and Meditech
• Support users with issues including: Application errors and functionality; Workflow and usability issues; User access and login problems; Basic technical troubleshooting
• Ask effective questions and use strong listening skills to understand the caller's issue and determine the appropriate resolution
• Document troubleshooting steps, resolutions, and other relevant information accurately in the service management/ticketing system
• Resolve incidents when possible and escalate more complex issues to the appropriate support teams
• Follow established procedures and service levels to ensure incidents are handled and resolved in a timely manner
• Provide a professional, patient, and service-oriented experience to clinicians and healthcare customers
• Work effectively in a high-volume, fast-paced call center / Service Desk environment
• Night, weekend, and holiday shifts are required
• Shifts may be 8–10 hours with scheduled breaks
• Schedules may change based on client, business, and training requirements

What they're looking for:

• At least 1 year of experience in a Call Center, Customer Service, Service Desk, Help Desk, or Application Support environment
• At least 1 year of technical troubleshooting experience
• High school diploma or equivalent
• Strong verbal and written English communication skills
• Strong listening and problem-solving abilities
• Ability to work independently while following established processes and procedures
• A strong customer-service mindset and professional approach when working with users and colleagues
• Must be legally authorized to work directly for NTT DATA or its applicable subsidiaries
• 4+ years of Service Desk / Help Desk experience, or an equivalent combination of technical education and experience
• Experience supporting clinical or healthcare applications
• Experience working in a high-volume call center or Service Desk
• Experience with applications such as Epic, Cerner, McKesson, or Meditech

Benefits:

• Comprehensive benefits package beginning on your first day of employment
• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short- and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits
• Remote work arrangement