Service Desk /Helpdesk Associate - Remote

NTT America, Inc.; Toronto; Remote; CAD 54,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Flexible spending or HSA

Life and AD&D insurance

Short- and long-term disability

Paid time off

Employee assistance

401k with company match

Additional benefits

Job summary

NTT DATA Services is seeking experienced Hospital Clinical Service Desk Analysts to support clinical systems and workflows in a 24x7 environment. You will handle incidents, access requests, and workflow inquiries for healthcare professionals, delivering timely resolutions and clear communication.

The role emphasizes strong technical troubleshooting, excellent customer service, and the ability to work across Epic, Cerner, McKesson, and Meditech platforms in a fast-paced healthcare setting.

Qualifications

• 4+ years of service desk, help desk, technical support, or equivalent.
• 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 in healthcare context.
• Willingness to work in a 24x7x365 support environment with rotating/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, clinical workflow questions, and access issues.
• Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions.
• Resolve incidents within SLAs or escalate as needed.
• Maintain strong customer-service focus and effective communication with clinicians and technical teams.

Skills

Customer service

English proficiency

Technical troubleshooting

Healthcare IT knowledge

Education

High school diploma

Tools

Epic

Cerner

McKesson

Meditech

ITIL

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.

Schedule & Work Environment

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

• Weekends

• 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.

Employment & Benefits

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, lifeand 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.

• medical, dental, and vision insurance with an employer contribution
• flexible spending or health savings account
• lifeand AD&D insurance
• short- and long-term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• 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. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.

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