Clinical Service Desk Associate (Remote)

NTT DATA Services•Fargo, ND

3d•$34,387 - $56,188•Remote

About The Position

NTT DATA is seeking a Clinical Service Desk Associate to join their team. This role is primarily responsible for handling inbound customer calls in a call center environment, supporting customers 24x7x365. The position involves responding to service desk calls from healthcare customers regarding clinical applications like Epic, Cerner, McKesson, and Meditech, addressing issues such as workflow problems, application errors, user access, and functionality. The associate will track and document incidents, close or escalate tickets, and drive resolution on a 24/7 desk. This is a remote position, but candidates must be shift flexible, as night, weekend, and holiday work will be required. Schedule changes may occur based on client and business needs or training. Overtime may also be required. The role requires reading text on computer screens for the duration of the shift, remaining at a designated workspace in the phone queue for 8-10 hour periods with breaks, and maintaining a quiet, private workspace with high-speed, wired internet. Travel up to 10% may be required, and lifting up to 25 lbs. may be necessary for equipment setup. A working cell phone is needed 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 (i.e., 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
All candidates are required to be shift flexible.
Night, weekend, and/or holiday work will be required.
Schedule can be changed as per client and business requirements or training needs.
Overtime may be required depending on business requirements.
Account specific training is conducted during day shift hours, regardless of assigned shift.
Ensure a quiet, private workspace with high speed, wired internet.

Nice To Haves

Experience in a call center environment
Demonstrate a 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

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.
Address incidents including, but not limited to workflow issues, application errors, user access, and functionality.
Track and document the appropriate comments, and close or escalate the incident tickets and related issues 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.