[Hiring] Service Desk Associate @NTT DATA Services

Role Description

NTT DATA Services is seeking experienced Hospital Clinical Service Desk Analysts to join our healthcare technology support team. In this role, you will serve as a critical point of contact for healthcare professionals, providing application support for clinical systems used in hospitals and healthcare organizations.

You will work in a 24x7x365 service desk environment, assisting clinicians and healthcare customers with application issues, access requests, workflow questions, and technical incidents. The ideal candidate combines strong technical troubleshooting skills with excellent communication, customer service, and problem-solving abilities.

This is an excellent opportunity for a service desk professional who enjoys working in a fast-paced environment and wants to apply their technical expertise within the healthcare technology industry.

Responsibilities:

• Provide Level 1/Level 2 service desk support to healthcare customers and clinical users.
• Handle inbound calls and support requests in a high-volume, customer-focused call center environment.
• Troubleshoot issues involving clinical applications and systems, including Epic, Cerner, McKesson, Meditech, and other healthcare applications.
• Assist users with:
  • Application errors and functionality issues
  • Clinical workflow questions
  • User access and authentication issues
  • Technical troubleshooting and incident resolution
• Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the service management system.
• Resolve incidents within established service levels or appropriately escalate issues to specialized support teams.
• Take ownership of incidents through resolution while maintaining a strong customer-service focus.
• Communicate clearly and professionally with clinicians, healthcare staff, technical teams, and internal stakeholders.
• Work effectively in a fast-paced, high-volume environment where priorities may change quickly.
• Follow established processes, procedures, security requirements, and service-level expectations.
• Participate in training and ongoing learning to maintain knowledge of supported applications and technologies.

Schedule & Work Environment

• 24x7x365 support coverage is required.
• Candidates must be comfortable working a flexible schedule that may include:
  • Day, evening, or overnight shifts
  • Weekends
  • Holidays
  • Overtime, when required by business needs
  • Schedule changes based on client requirements, business needs, or training
• Account-specific training may be scheduled during daytime hours regardless of your eventual assigned shift.
• Ability to remain at a designated workstation and actively participate in the phone queue for 8–10 hour shifts, with scheduled breaks.
• Ability to read and work from computer screens throughout the shift.
• For remote work, a quiet, private workspace and high-speed wired internet connection are required.
• A working mobile phone is required for manager communication and two-factor authentication (2FA).
• Ability to travel up to 10%, when required.
• Ability to lift up to 25 lbs. when equipment setup or support activities require it.

Qualifications

• 4+ years of service desk, help desk, technical support, or remote support experience, or an equivalent combination of education and experience.
• At least 1 year of hands-on technical troubleshooting experience.
• High school diploma or equivalent.
• Strong verbal and written English communication skills.
• Excellent listening and problem-solving abilities.
• Strong customer-service orientation and the ability to work effectively with clinicians and healthcare professionals.
• Comfortable working in a 24x7x365 support environment with rotating or non-traditional shifts.
• Ability to manage multiple priorities while maintaining accuracy and professionalism.

Preferred Qualifications

• Experience working in a call center or high-volume service desk environment.
• Experience supporting healthcare, hospital, clinical, or medical applications.
• Exposure to clinical applications such as Epic, Cerner, McKesson, or Meditech.
• IT service management or ITIL experience/certification.
• Experience working with incident management and ticketing systems.
• Strong typing and computer navigation skills.
• Demonstrated ability to remain calm, patient, and solution-oriented during challenging customer interactions.
• Previous experience supporting mission-critical applications in a 24x7 environment.

Benefits

• This position is available only as a direct employment opportunity with NTT DATA, Inc. or one of its subsidiaries.
• NTT DATA offers a comprehensive benefits package beginning on your first day of employment.
• 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
  • Additional voluntary or legally-required benefits