Clinical Service Desk - Helpdesk Analyst (US Remote)

NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management, and policy administration, in addition to core managed infrastructure, application, and business process services.

About the role

This position will be part of our Provider Clinical Service Desk as an agent primarily handling inbound customer calls in a 24x7x365 call center environment. Shift flexibility is required, including nights, weekends, and holidays. Account-specific training is conducted during day shift hours, regardless of assigned shift.

Responsibilities

• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson, and Meditech.
• Handle incidents including workflow issues, application errors, user access, and functionality.
• Track and document appropriate comments, and close or escalate incident tickets in a timely manner.
• Drive 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.

Requirements

• Minimum of 4 years of service desk/helpdesk experience or equivalent combination of education and technical troubleshooting experience (e.g., 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.
• 1 year of call center, customer service, or application support experience.
• Shift flexibility including nights, weekends, and holidays.
• Schedule may change based on client and business requirements or training needs; overtime may be required.

Skills

• Experience in a call center environment.
• Service philosophy in all interactions with clinicians and colleagues.
• Effective communication and interpersonal skills.
• Proficient typing and English language skills (both verbally and in writing).
• Strong listening capabilities to fully understand caller’s needs/requests.
• Exceptional ability to work optimally in a fast-paced environment.

Benefits

• Full comprehensive benefits package starting from your first day of employment.
• Medical, dental, and vision insurance with 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.

Pay

The starting pay range for this remote role is $38,000 - $45,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on 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.