Service Desk /Helpdesk Associate - -Remote

NTT DATA, Inc.; Halifax; Remote; CAD 54,000 - 80,000; Full time

Job summary

NTT DATA Services in Canada is seeking an experienced Hospital Clinical Service Desk Analyst to join our healthcare technology support team. You will serve as a primary contact for clinicians, providing application support for clinical systems used in hospitals and health networks.

This 24x7 role requires strong troubleshooting, clear communication, and a patient, solution-focused approach. You will help with access requests, workflow questions, and incident resolution while documenting steps in

Qualifications

• 4+ years of service desk or technical support experience.
• At least 1 year of hands-on technical troubleshooting experience.
• High school diploma or equivalent.
• Strong verbal and written English communication skills.
• Willingness to work 24x7x365 with rotating or non-traditional shifts.

Responsibilities

• Provide Level 1/Level 2 service desk support to healthcare customers and clinical users.
• Handle inbound calls and support requests in a high-volume call center environment.
• Troubleshoot issues involving clinical applications such as Epic, Cerner, McKesson, Meditech.
• Assist users with application errors, workflow questions, and access issues.
• Document incidents, troubleshooting steps, resolutions, and follow-ups in the service management system.
• Resolve incidents within SLAs or escalate when needed.

Skills

Service desk experience

Technical troubleshooting

English communication

Customer service

Multitasking

Education

High school diploma or equivalent

Tools

Epic

Cerner

McKesson

Meditech

Job description

Hospital Clinical Service Desk Analyst – 24/7 Support

Employment Type: Full-Time, Direct Hire
Company: NTT DATA Services
Schedule: 24x7x365 Support Environment – Shift Flexibility Required

If you have applied previously to this or a similar position with NTT DATA and have not been contacted, we encourage you to reapply.

Position Overview

NTT DATA Services is seeking experienced Hospital Clinical Service Desk Analysts to join our healthcare technology support team. In this role, you will serve as a critical point of contact for healthcare professionals, providing application support for clinical systems used in hospitals and healthcare organizations.

You will work in a 24x7x365 service desk environment, assisting clinicians and healthcare customers with application issues, access requests, workflow questions, and technical incidents. The ideal candidate combines strong technical troubleshooting skills with excellent communication, customer service, and problem-solving abilities.

This is an excellent opportunity for a service desk professional who enjoys working in a fast-paced environment and wants to apply their technical expertise within the healthcare technology industry.

Responsibilities:

• Provide Level 1/Level 2 service desk support to healthcare customers and clinical users.
• Handle inbound calls and support requests in a high-volume, customer-focused call center environment.
• Troubleshoot issues involving clinical applications and systems, including Epic, Cerner, McKesson, Meditech, and other healthcare applications.
• Assist users with:
• Application errors and functionality issues
• Clinical workflow questions
• User access and authentication issues
• Technical troubleshooting and incident resolution
• Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the service management system.
• Resolve incidents within established service levels or appropriately elevate issues to specialized support teams.
• Take ownership of incidents through resolution while maintaining a strong customer-service focus.
• Communicate clearly and professionally with clinicians, healthcare staff, technical teams, and internal stakeholders.
• Work effectively in a fast-paced, high-volume environment where priorities may change quickly.
• Follow established processes, procedures, security requirements, and service-level expectations.
• Participate in training and ongoing learning to maintain knowledge of supported applications and technologies.

Because our healthcare customers rely on these systems around the clock, 24x7x365 support coverage is required.

Candidates must be comfortable working a flexible schedule that may include:

• Day, evening, or overnight shifts
• Holidays
• Overtime, when required by business needs
• Schedule changes based on client requirements, business needs, or training

Important:

Account-specific training may be scheduled during daytime hours regardless of your eventual assigned shift.

Additional requirements include:

• Ability to remain at a designated workstation and actively participate in the phone queue for 8–10 hour shifts, with scheduled breaks.
• Ability to read and work from computer screens throughout the shift.
• For remote work, a quiet, private workspace and high-speed wired internet connection are required.
• A working mobile phone is required for manager communication and two-factor authentication (2FA).
• Ability to travel up to 10%, when required.
• Ability to lift up to 25 lbs. when equipment setup or support activities require it.

Required Qualifications

• 4+ years of service desk, help desk, technical support, or remote support experience , or an equivalent combination of education and experience.
• At least 1 year of hands-on technical troubleshooting experience.
• High school diploma or equivalent.
• Strong verbal and written English communication skills.
• Excellent listening and problem-solving abilities.
• Strong customer-service orientation and the ability to work effectively with clinicians and healthcare professionals.
• Comfortable working in a 24x7x365 support environment with rotating or non-traditional shifts.
• Ability to manage multiple priorities while maintaining accuracy and professionalism.

Preferred Qualifications

• Experience working in a call center or high-volume service desk environment.
• Experience supporting healthcare, hospital, clinical, or medical applications.
• Exposure to clinical applications such as Epic, Cerner, McKesson, or Meditech.
• IT service management or ITIL experience/certification.
• Experience working with incident management and ticketing systems.
• Strong typing and computer navigation skills.
• Demonstrated ability to remain calm, patient, and solution-oriented during challenging customer interactions.
• Previous experience supporting mission-critical applications in a 24x7 environment.

Why Join NTT DATA Services?

NTT DATA Services is a recognized leader in healthcare technology, helping healthcare organizations improve patient outcomes, operational efficiency, and the delivery of care through technology.

Our healthcare solutions span patient engagement, predictive analytics, cloud hosting, integration and interoperability, clinical and claims applications, revenue cycle management, policy administration, managed infrastructure, and business process services.

By joining our team, you'll have the opportunity to support technology that is essential to healthcare organizations and the clinicians who depend on it every day.

This position is available only as a direct employment opportunity with NTT DATA, Inc. or one of its subsidiaries.

Temporary, contract, Corp-to-Corp (C2C), or equivalent contractor arrangements will not be considered.

NTT DATA offers a comprehensive benefits package beginning on your first day of employment, along with the opportunity to build your career with a global technology and healthcare services organization.

Pay Transparency

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $38,000 - $56,000. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

Job Segment:

Help Desk, Information Technology, Consulting, Technical Support, Technology