Helpdesk Associate- Healthcare Clinical Service Desk- Call Center- REMOTE-Halifax

Helpdesk Associate- Healthcare Clinical Service Desk- Call Center- REMOTE-Halifax

Company: NTT DATA Services

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- Healthcare Clinical Service Desk- Call Center- REMOTE-Halifax to join our team in Halifax, Nova Scotia (CA-NS), Canada (CA).

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. Additionally, overtime may be required depending on business requirements.

Job Responsibilities Include:

1. This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365.
2. Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality.
3. Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner.
4. Responsible for driving resolution of incidents on a 24/7 desk.
5. Read text on computer screens for the duration of the shift.
6. Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks.
7. Ensure a quiet, private workspace with high speed, wired internet.
8. Travel up to 10% of the time, if required.
9. Lift up to 25 lbs. if needed for equipment setup.
10. Have a working cell phone for manager communication and Two-Factor Authentication.

Minimum Qualifications:

1. 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).
2. Minimum of 1 year of technical troubleshooting experience.
3. High school diploma or equivalent required.

Preferred Skills:

1. Experience in a call center environment.
2. Demonstrate a service philosophy in all interactions with clinicians and colleagues.
3. Effective communication and interpersonal skills.
4. Proficient typing and English language skills (both verbally and in writing).
5. Strong listening capabilities to fully understand caller’s needs / requests.
6. Exceptional ability to work optimally in a fast-paced environment.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success.