Desktop Support Senior Associate

hace 13 horas

Guadalajara, Jalisco, México NTT DATA A tiempo completo

Clinical Service Desk Job Responsibilities

As a Desktop Support Senior Associate in our Provider Clinical Service Desk, you will be handling inbound customer calls and providing top-notch support to our healthcare customers. This role requires you to be shift flexible, working nights, weekends, and holidays, with account-specific training conducted during day shift hours.

Key Responsibilities:

  • Respond to incoming service desk calls regarding clinical applications, including Epic, Cerner, McKesson, and Meditech, addressing issues such as workflow problems, application errors, user access, and functionality.
  • Track and document comments, close or escalate incident tickets, and related issues in a timely manner, driving resolution on a 24/7 desk.
  • Read text on computer screens for the duration of the shift, remaining at a designated workspace and in the phone queue for 8-10 hours with scheduled breaks.
  • Ensure a quiet, private workspace with high-speed, wired internet and be prepared for up to 10% travel, if required, and lift up to 25 lbs. for equipment setup.

Requirements:

  • Minimum 4 years of service desk or help desk experience, or an equivalent combination of education and technical troubleshooting experience.
  • Minimum 1 year of technical troubleshooting experience.
  • High school diploma or equivalent required.

Preferred Qualifications:

  • 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.
  • Strong listening capabilities to fully understand caller needs/request.
  • Exceptional ability to work optimally in a fast-paced environment.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider, specializing in digital, cloud, and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services.

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