Clinical Service Desk-Helpdesk-REMOTE-Halifax

NTT; Halifax; Remote; CAD 45,000 - 55,000; Full time

Job summary

A leading global technology services company is seeking a Clinical Service Desk Agent in Halifax, Nova Scotia. This role involves handling inbound customer calls regarding clinical applications within a call center environment. Candidates must have experience in service desk environments and strong communication skills. A full benefits package is offered from the first day of employment.

Benefits

Full comprehensive benefits package

Shift flexibility

Overtime opportunities

Qualifications

• Minimum of 4 years of service desk/helpdesk experience.
• Minimum of 1 year of technical troubleshooting experience.
• Experience in a call center environment is preferred.

Responsibilities

• Handle inbound customer calls in a call center environment.
• Respond to service desk calls regarding clinical applications.
• Track and document incidents timely.

Skills

Service desk / helpdesk experience

Technical troubleshooting experience

Effective communication skills

Proficient typing skills

Strong listening capabilities

Education

High school diploma or equivalent

Job description

Overview

JOB DESCRIPTION

Req ID : 342703

We are currently seeking a Clinical Service Desk-Helpdesk-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.

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.

Responsibilities

• 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
• 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
• Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner
• Responsible for driving 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 to10-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

Preferred Qualifications

• 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
• 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

Basic Qualifications

• Minimum 1 year Healthcare-Healthcare Systems-Call Center

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. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at