Service Desk Analyst - Clinical Applications Support - Remote (Halifax, NS, CA)

NTT DATA Services 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.

Service Desk Analyst – Clinical Applications Support

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.

What You’ll Need
Required:

- 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
Candidates working remotely must have:

- A quiet, private workspace suitable for handling confidential customer calls.

- Reliable high-speed wired internet .

- A working cell