Desktop Support Associate-Helpdesk

NTT DATA Services; Región Centro; On-site; MXN 201,000 - 268,000; Full time

Job summary

NTT DATA Services is hiring for a Provider Clinical Service Desk agent to handle inbound calls from healthcare customers across Epic, Cerner, McKesson and Meditech platforms. The role requires driving incident resolution on a 24/7 desk and working flexible shifts including nights and weekends.

Candidates must have at least 4 years in service desk or equivalent, strong communication skills, and the ability to work in a fast-paced health IT environment. Travel up to 10% may be required.

Qualifications

• Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience.
• Minimum of 1 year of technical troubleshooting experience.
• High school diploma or equivalent required

Responsibilities

• Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech.
• Track and document the appropriate comments, and close or elevate 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

Skills

Call center experience

Customer service

Typing

English proficiency

Education

High school diploma or equivalent

Tools

Epic

Cerner

McKesson

Meditech

Job description

NTT DATA Services 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.

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:

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

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.

• 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 elevate 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:

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.

• 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

Preferred Skills:

• 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

• 1 year Call Center-Customer Service-Application support experience

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. Please note, Temp 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.

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About NTT DATA Services

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.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case‑by‑case basis. Please email [e-mail] for assistance.

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