Helpdesk Senior Analyst

NTT DATA, Inc.; Región Centro; Presencial; MXN 320.000 - 420.000; Jornada completa

Descripción de la vacante

NTT DATA Services is seeking a Healthcare Service Desk Agent in Guadalajara to support clinicians with Epic, Cerner, McKesson and Meditech. You will handle 24x7 inbound calls, document incidents, and work across shifts including nights and weekends.

Requires 6+ years in service desk, 2+ years troubleshooting, high school diploma, on-site work, and strong communication in English. Experience in call centers and a customer-first service philosophy are a plus.

Formación

• Minimum of 6 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience.
• Minimum of 2 years of technical troubleshooting experience.
• High school diploma or equivalent required.
• Must work on site in the Guadalajara office.

Responsabilidades

• Respond to incoming service desk calls from healthcare customers regarding clinical and technical aspects of applications such as Epic, Cerner, McKesson and Meditech.
• Handle incidents including workflow issues, device problems, application errors, user access and functionality.
• Document comments and close or elevate tickets in a timely manner, driving resolution on a 24/7 desk.
• Read text on computer screens for the duration of the shift and lift up to 25 lbs if needed for equipment setup.
• Maintain working cell phone for manager communication and Two-Factor Authentication.

Conocimientos

Call center experience

English language

Interpersonal skills

Typing speed

Technical troubleshooting

Educación

High school diploma

Herramientas

Epic

Cerner

McKesson

Meditech

Descripción del empleo

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.

Job Responsibilities

• This position will be a part of our Healthcare Service Desk, as an agent primarily handling inbound customer calls in a call center environment supporting customers 24x7x365.
• All candidates must 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.
• 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 6 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 3 years of work experience and 3 years of technical education).
• Minimum of 2 years 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.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries. We offer a full comprehensive benefits package that starts from your first day of employment.

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.