Helpdesk Associate

NTT DATA, Inc.; Guadalajara; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading company in business and technology services seeks a Helpdesk Associate in Guadalajara, Jalisco. The role involves providing support for clinical applications in a fast-paced call center environment. Applicants should possess strong technical troubleshooting skills, effective communication, and flexibility in shift schedules, including nights and weekends.

Servicios

Opportunity for overtime

Training provided regardless of assigned shift

Formación

• Minimum 4 years of service desk/helpdesk experience or equivalent.
• Minimum 1 year of technical troubleshooting experience.

Responsabilidades

• Handle inbound calls related to clinical applications in a 24x7x365 call center.
• Document comments and close or escalate incident tickets promptly.
• Drive resolution of incidents on a 24/7 desk.

Conocimientos

Technical troubleshooting

Effective communication

Interpersonal skills

Proficient typing

Strong listening skills

Educación

High school diploma or equivalent

Descripción del empleo

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NTT DATA 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, apply now.

We are currently seeking a Helpdesk Associate to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Job Description:

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. We deliver 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, alongside core managed infrastructure, application, and business process services. Our clients include over 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices, and 50 insurance providers supporting 65 million policyholders.

Job Responsibilities Include:

• This position will be part of our Provider Clinical Service Desk, handling inbound calls related to clinical/patient applications in a 24x7x365 call center environment.
• All candidates must be shift flexible, including nights, weekends, and holidays. Training will be conducted during day shifts regardless of the assigned shift.
• Respond to incoming service desk calls regarding clinical applications such as Epic, Cerner, McKesson, and Meditech, addressing issues like workflow problems, application errors, user access, and functionality.
• Document comments, and close or escalate incident tickets promptly.
• Drive resolution of incidents on a 24/7 desk.
• Read text on computer screens throughout the shift.
• Remain at the designated workspace and in the phone queue for 8-10 hours with scheduled breaks.
• Ensure a quiet, private workspace with high-speed, wired internet.
• Travel up to 10% if required.
• Lift up to 25 lbs. for equipment setup if needed.
• 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 (e.g., 2 years of work experience and 2 years of technical education).
• Minimum of 1 year of technical troubleshooting experience.
• High school diploma or equivalent.

Preferred Skills:

• Experience in a call center environment.
• Service-oriented approach in interactions with clinicians and colleagues.
• Effective communication and interpersonal skills.
• Proficient typing and English language skills (verbal and written).
• Strong listening skills to understand caller needs.
• Ability to work efficiently in a fast-paced environment.

About NTT DATA

NTT DATA is a $30 billion global leader in business and technology services, serving 75% of the Fortune Global 100. We focus on innovation, optimization, and transformation to ensure long-term success. With diverse experts across more than 50 countries and a robust partner ecosystem, our services include consulting, data and AI, industry solutions, and application development and management. We are a leading provider of digital and AI infrastructure worldwide. As part of NTT Group, which invests over $3.6 billion annually in R&D, we help organizations and society confidently and sustainably advance into the digital future. Visit us at us.nttdata.com.

Accessibility and Equal Opportunity

We strive to make https://us.nttdata.com accessible to all users. For accessibility assistance or accommodation requests, contact us at https://us.nttdata.com/en/contact-us. This contact is for accommodation requests only and not for application status inquiries. NTT DATA is an equal opportunity employer, considering all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. For more details, see our EEO policy and related information.