Helpdesk Associate

Req ID: 379665

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. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.

Job Responsibilities Include:

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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

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All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift.

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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

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Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner

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Responsible for driving resolution of incidents on a 24/7 desk

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Ensure a quiet, private workspace with high speed, wired internet

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Have a working cell phone for manager communication and Two-Factor Authentication

Basic Qualifications:

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Minimum of 2 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)

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Minimum of 1 year of technical troubleshooting experience

Preferred Skills:

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Experience in a call center environment

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Demonstrate a service philosophy in all interactions with clinicians and colleagues

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Effective communication and interpersonal skills

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Proficient typing and English language skills (both verbally and in writing)

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Strong listening capabilities to fully understand caller’s needs / requests

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Exceptional ability to work optimally in a fast-paced environment

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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. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.