Senior Helpdesk & Training Lead — 24/7 Healthcare IT

NTT America, Inc.; Región Centro; On-site; MXN 180,000 - 260,000; Full time

Job summary

NTT DATA Services is seeking an experienced trainee in a Provider Clinical Service Desk role. You will handle inbound calls in a 24/7 call-center environment, support clinical applications such as Epic, Cerner, McKesson and Meditech, and train fellow team members as needed.

The position requires shift flexibility including nights, weekends or holidays, with account-specific training during the day shift. A quiet, private workspace and reliable internet are expected.

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

Responsibilities

• Creating and distributing training materials
• Effectively training team members in a supportive, interactive environment
• Evaluate training gaps based on ticket and call reviews
• 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

Job description

NTT DATA Services is seeking an experienced trainee in a Provider Clinical Service Desk role. You will handle inbound calls in a 24/7 call-center environment, support clinical applications such as Epic, Cerner, McKesson and Meditech, and train fellow team members as needed.

The position requires shift flexibility including nights, weekends or holidays, with account-specific training during the day shift. A quiet, private workspace and reliable internet are expected.