[Hiring] Clinical Service Help Desk Analyst @NTT DATA Services

Role Description

We are seeking a Clinical Service Desk Analyst to join our Provider Clinical Service Desk. This role is primarily responsible for handling inbound calls from healthcare professionals and providing technical and application support for clinical systems. The successful candidate will troubleshoot issues involving leading Electronic Health Record (EHR) and clinical applications, including Epic, Cerner, McKesson, and MEDITECH. This is a fast-paced, customer-focused, 24x7x365 service desk environment where strong communication, technical troubleshooting, and problem-solving skills are essential.

Key Responsibilities

• Respond to inbound service desk calls from healthcare customers regarding clinical applications and related technology issues.
• Troubleshoot clinical application issues involving Epic, Cerner, McKesson, MEDITECH, and other healthcare applications.
• Diagnose and resolve issues related to application functionality, workflows, errors, user access, and system behavior.
• Gather relevant information from clinicians and users to accurately identify and troubleshoot incidents.
• Document troubleshooting steps, resolution details, and customer interactions clearly and accurately within the service management system.
• Create, update, escalate, and close incident tickets in accordance with established procedures and service-level requirements.
• Take ownership of incidents and drive issues toward timely resolution or appropriate escalation.
• Provide professional, courteous, and empathetic support to clinicians and healthcare staff.
• Maintain a strong customer-service mindset while working in a high-volume, fast-paced call center environment.
• Collaborate with internal technical teams and client stakeholders when issues require additional investigation or escalation.
• Follow established security, privacy, service desk, and client-specific procedures.
• Maintain productivity and service quality while remaining in the designated workspace and phone queue for extended periods.
• Read and work from computer screens for the duration of assigned shifts.

Work Environment & Requirements

• This is a 24x7x365 service desk operation.
• Candidates must be flexible to work varying shifts, including nights, weekends, holidays, and other non-standard hours.
• Assigned schedules may change based on client requirements, business needs, or training requirements.
• Account-specific training will generally be conducted during daytime hours, regardless of the employee's assigned shift.
• Overtime may be required based on business and client requirements.
• Employees must maintain a quiet, private workspace suitable for handling confidential healthcare-related calls.
• A high-speed, wired internet connection is required.
• A working cell phone is required for manager communication and Two-Factor Authentication (2FA).
• Ability to remain at a workstation and in the phone queue for an 8–10 hour shift, with scheduled breaks.
• Ability to lift up to 25 lbs. when required for equipment setup.
• Travel of up to 10% may be required.

Qualifications

• Minimum of 1 year of call center, customer service, or application support experience.
• Minimum of 1 year of technical troubleshooting experience.
• High school diploma or equivalent required.
• Strong computer literacy and ability to learn and support clinical applications.

Preferred Qualifications

• 4+ years of service desk/help desk experience, or an equivalent combination of education and technical troubleshooting experience.
• Experience supporting healthcare applications, EHR/EMR systems, or clinical workflows.
• Experience working in a call center or high-volume service desk environment.
• Experience with one or more of the following: Epic, Cerner, McKesson, MEDITECH.
• Experience supporting healthcare professionals, clinicians, hospitals, or other healthcare organizations.

Preferred Skills

• Strong customer service and service-oriented mindset.
• Excellent verbal and written communication skills.
• Strong active listening and questioning skills to accurately understand user needs.
• Effective technical troubleshooting and problem-solving abilities.
• Proficient typing and computer skills.
• Strong English communication skills, both verbal and written.
• Ability to remain calm, professional, and effective in a fast-paced environment.
• Ability to prioritize multiple incidents while maintaining accuracy and attention to detail.
• Strong teamwork and collaboration skills.
• Ability to work independently while following established procedures and escalation processes.

Employment Requirements

• This position is available only as a direct employment opportunity with NTT DATA, Inc. or its subsidiaries. Temporary, contract, Corp-to-Corp, or equivalent arrangements will not be considered.

Pay Transparency

• The starting pay range for this remote role is $37,944-$62,000.
• 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 may also be eligible for incentive compensation based on individual and/or company performance.

Benefits

• 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 program.
• Participation in a 401k program with company match.
• Additional voluntary or legally-required benefits.