[Hiring] Desktop Support Senior Associate @NTT DATA Services

Role Description

This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365.

• 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
  • 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 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.

Qualifications

• 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.
• High school diploma or equivalent required.

Requirements

• 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.
• Overtime may be required depending on business requirements.

Benefits

• We offer a full comprehensive benefits package that starts from your first day of employment.