Clinical Service Help Desk Analyst - Remote (St. Louis, MO, US)

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. Clinical Service Desk Analyst About NTT DATA Services NTT DATA Services is a recognized leader in healthcare technology and services, helping healthcare organizations improve patient outcomes, enhance operational efficiency, and deliver better experiences for clinicians and patients. Our healthcare solutions span patient engagement, predictive analytics, cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management, policy administration, and managed infrastructure, application, and business process services. We support a broad range of healthcare organizations, including hospitals, long-term care facilities, acute care facilities, physician practices, clinicians, and health insurance providers. Position Overview 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