[Hiring] Service Desk Analyst @NTT DATA Services

Role Description

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.

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.

Work Environment & Schedule

• This is a 24x7x365 Service Desk operation, so candidates must be comfortable working a flexible shift schedule.
• 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.
• Overtime may occasionally be required.
• Initial account-specific training is conducted during daytime hours, regardless of your eventual assigned shift.
• The position is primarily desk-based and requires extended periods of working at a computer and in the phone queue.

Qualifications

• 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.

Preferred

• 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.

Remote Work Requirements

• A quiet, private workspace suitable for handling confidential customer calls.
• Reliable high-speed wired internet.
• A working cell phone for manager communication and Two-Factor Authentication (2FA).
• The ability to remain at the designated workspace and available in the phone queue throughout scheduled working periods and breaks.

Additional Requirements

• Up to 10% travel may be required.
• Ability to lift up to 25 lbs. when equipment setup is required.
• Must be legally authorized to work directly for NTT DATA or its applicable subsidiaries.
• Third-party, temporary, or corp-to-corp contractors will not be considered.

Benefits

• Comprehensive benefits package beginning on your first day of employment.
• Opportunity to develop your technical troubleshooting and healthcare technology expertise in a large-scale Service Desk environment.
• 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.