Service Desk Analyst - Clinical Applications Support - Remote at NTT DATA, Inc. in Halifax, CA-NS, Canada

Job description

• As a Service Desk Analyst – Clinical Applications Support at NTT DATA in Canada, you will serve as the first point of contact for healthcare professionals, providing technical and application support in a 24x7x365 environment. Responsibilities include troubleshooting clinical applications such as Epic, Cerner, McKesson, and Meditech, documenting incidents, and escalating complex issues. The role requires at least one year of experience in a call centre, customer service, or technical support, strong communication and problem-solving skills, and the ability to work flexible shifts, including nights, weekends, and holidays. A high school diploma or equivalent is required. The starting pay range is $44,000–$49,034, with comprehensive benefits. Remote work requires a quiet workspace, reliable internet, and a valid work authorisation.
• NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
• NTT DATA is looking for Service Desk / Help Desk professionals to join our Healthcare Provider Clinical Service Desk, supporting healthcare organizations and clinicians in a 24x7x365 environment.
• As a Service Desk Analyst, you will be the first point of contact for healthcare customers experiencing technical and application-related issues. You’ll troubleshoot problems, document incidents, assist users with clinical applications, and either resolve issues directly or escalate them to the appropriate support team.
• This is an excellent opportunity for someone with a strong customer-service mindset who enjoys technical troubleshooting, problem solving, and working in a fast-paced Service Desk environment.

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Comfortable working with computers and reading information on screen for extended periods.
• Ability to work independently while following established processes and procedures.
• A strong customer-service mindset and professional approach when working with users and colleagues.
• 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.
• Experience working in a 24x7 support environment.
• Healthcare IT or clinical technology experience.

Skills

Required

• Technical troubleshooting
• Service management/ticketing systems
• Computer literacy

Benefits

• Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $44,000-$49,034. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.
• This position is eligible for company benefits including 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, and additional voluntary or legally-required benefits.