It Service Desk Analyst

Recruitnest Consulting; Compostela; On-site; PHP 279,000 - 446,000; Full time

Job summary

RecruitNest Consulting is seeking an IT Service Desk Analyst to provide frontline technical support for healthcare applications and EHR systems in Cebu City, Philippines. You will resolve incidents, document solutions, and ensure timely responses in line with SLAs.

Ideal candidates have 2+ years in healthcare/service desk, familiarity with EHR workflows, and experience with ServiceNow or Remedy, while maintaining customer-focused service and professional English communication.

Qualifications

• 2+ years in clinical/healthcare and service desk support.
• Experience supporting healthcare users.
• Familiar with EHR systems and healthcare workflows.
• Experience with ServiceNow or Remedy platforms.

Responsibilities

• Provide first-level technical support through phone, email, chat, or ticketing systems.
• Troubleshoot and resolve issues related to clinical applications and EHR systems.
• Log, categorize, prioritize, and document incidents using ticketing systems.
• Escalate complex issues to appropriate technical teams or vendors.
• Assist clinicians with application usage and basic system guidance.
• Maintain clear documentation of incidents, resolutions, and support activities.
• Contribute to knowledge base articles and troubleshooting documentation.
• Ensure compliance with healthcare policies, security standards, and procedures.
• Collaborate with clinical users, IT teams, and third-party vendors to support business needs.
• Meet SLA requirements while delivering excellent user support.

Skills

Healthcare IT support

Service Desk experience

EHR systems

Incident management

SLA adherence

English communication (C1)

Education

Bachelor's degree (preferred)

Tools

ServiceNow

Remedy

Job description

IT Service Desk Analyst

Company: RecruitNest Consulting

Job Type: Full Time

Location: Cebu City, Cebu, Philippines

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Job Description - IT Service Desk Analyst

Job Expectations:

• Position Type: Experienced - Mid/Senior
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Fully Onsite - IT Park, Cebu City
• Work Schedule: Weekdays; Night/Rotating Shift
• Number of Headcounts: 10+ FTEs Available
• Industry: IT Consulting & Services (BPO)

About the Job:

We are looking for a Clinical Service Desk Analyst to join our client's team and provide technical support for healthcare and clinical applications. In this role, you will assist healthcare professionals in resolving IT-related issues, support electronic health record (EHR) systems, and ensure incidents are handled efficiently within service level agreements (SLAs). You will work closely with clinicians, IT teams, and external vendors to troubleshoot issues, provide timely solutions, and help maintain smooth healthcare operations while ensuring compliance with healthcare standards and security requirements.

Key Responsibilities:

• Provide first-level technical support through phone, email, chat, or ticketing systems.
• Troubleshoot and resolve issues related to clinical applications, EHR systems, and healthcare software.
• Log, categorize, prioritize, and document incidents accurately using ticketing systems.
• Escalate complex issues to the appropriate technical teams or vendors when needed.
• Assist clinicians with application usage, troubleshooting, and basic system guidance.
• Maintain clear documentation of incidents, resolutions, and support activities.
• Contribute to knowledge base articles and troubleshooting documentation.
• Ensure compliance with healthcare policies, security standards, and operational procedures.
• Collaborate with clinical users, IT teams, and third-party vendors to support business needs.
• Consistently meet SLA requirements while delivering excellent user support.

Qualifications:

• Bachelor's Degree preferred but not required.
• At least 2 years of combined experience in Clinical/Healthcare and Service Desk support.
• Experience supporting users in a healthcare or clinical environment.
• Strong understanding of healthcare workflows, clinical applications, and EHR systems.
• Hands-on experience with Service Desk tools such as ServiceNow, Remedy, or similar platforms.
• Knowledge of incident management processes and SLA-driven support environments.
• Basic understanding of ITIL principles is an advantage.
• Strong problem-solving skills with a customer-focused approach.

  Qualifications:

  • Excellent English communication skills (minimum C1 proficiency level).
  • Available to start immediately, if possible.