Helpdesk Associate

NTT America-posted 2 months ago
Hybrid • El Paso, TX
5,001-10,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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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. We are currently seeking a Helpdesk Associate to join our team in El Paso, Texas (US-TX), United States (US). 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.

  • Handle inbound customer calls as part of the Provider Clinical Service Desk in a call center environment supporting customers 24x7x365.
  • Respond to incoming service desk calls from healthcare customers regarding clinical applications such as Epic, Cerner, McKesson, and Meditech.
  • Track and document comments, close or escalate 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.
  • Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience.
  • Minimum of 1 year of technical troubleshooting experience.
  • High school diploma or equivalent required.
  • 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.
  • Comprehensive benefits package starting from the first day of employment.
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