[Remote] Clinical Service Desk Helpdesk Associate (remote)

Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio. They are seeking a Clinical Service Desk Helpdesk Associate to handle inbound customer calls in a call center environment, primarily focusing on clinical applications and resolving incidents.

Responsibilities

• This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls
• All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift
• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality
• Track and document the appropriate comments and close or escalate the incident tickets and related issues in a timely manner
• Responsible for driving resolution of incidents on a 24/7 desk
• Read text on computer screens for the duration of the shift
• Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
• Ensure a quiet, private workspace with high speed, wired internet
• Travel up to 10% of the time, if required
• Lift up to 25 lbs. if needed for equipment setup
• Have a working cell phone for manager communication and Two-Factor Authentication

Skills

• Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education)
• Minimum of 1 year of technical troubleshooting experience with healthcare systems & customer service
• All candidates are required to be shift flexible
• Night, weekend, and/or holiday work will be required
• Schedule can be changed as per client and business requirements or training needs
• Additionally, overtime may be required depending on business requirements
• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech
• Track and document the appropriate comments and close or escalate the incident tickets and related issues in a timely manner
• Responsible for driving resolution of incidents on a 24/7 desk
• Read text on computer screens for the duration of the shift
• Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks
• Ensure a quiet, private workspace with high speed, wired internet
• Travel up to 10% of the time, if required
• Lift up to 25 lbs. if needed for equipment setup
• Have a working cell phone for manager communication and Two-Factor Authentication

Company Overview

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