Helpdesk Analyst

NTT DATA North America; Región Centro; Presencial; MXN 190.000 - 270.000; Jornada completa

Descripción de la vacante

NTT DATA Services seeks exceptional, innovative, and passionate individuals to grow with us in Guadalajara, Mexico. This position places you in our Healthcare Service Desk, handling inbound calls in a 24x7x365 environment.

All candidates must be shift-flexible, with possible night, weekend, and holiday work; training may occur during day hours. Travel up to 10% may be required, and lifting up to 25 lbs might be necessary.

Formación

• 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.
• Must work on site in the Guadalajara office.

Responsabilidades

• Handle inbound healthcare service desk calls in a 24/7 environment.
• Respond to incidents related to clinical applications (Epic, Cerner, McKesson, Meditech).
• Track, document, and close or elevate incident tickets in a timely manner.
• Drive resolution of incidents on a 24/7 service desk.
• Travel up to 10% of the time if required.

Conocimientos

Call center

Communication

English

Typing

Listening

Adaptability

Educación

High school diploma

Descripción del empleo

Job Description

NTT DATA Services seeks exceptional, innovative, and passionate individuals to grow with us in an inclusive and forward-thinking organization.

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.

Job Responsibilities

• This position will be a part of our Healthcare 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 and technical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, devices, 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
• 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

Basic 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
• Must work on site in the Guadalajara office

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

Employment Conditions

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.

Equal Opportunity Employer

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.