Helpdesk Associate - Remote-Halifax

Lensa; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Helpdesk Associate to join their Provider Clinical Service Desk. The role involves handling inbound customer calls, tracking incidents, and providing technical support in a fast-paced environment. Candidates must be shift flexible and have prior experience in service desk roles. Comprehensive benefits are offered from day one.

Benefits

Comprehensive benefits starting from first day

Qualifications

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

Responsibilities

• Handle inbound customer calls in a 24/7 call center environment.
• Track, document, and close or escalate incident tickets promptly.
• Drive resolution of incidents on a 24/7 desk.

Skills

Communication

Interpersonal Skills

Typing

Listening

Education

High school diploma or equivalent

Job description

Lensa is the leading career site for job seekers at every stage of their career. Our client, NTT DATA North America, is seeking professionals. Apply via Lensa today!

Req ID: 314071

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 - Remote-Halifax to join our team in Halifax, Nova Scotia (CA-NS), Canada (CA).

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. Clients include more than 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

1. This position will be part of our Provider Clinical Service Desk, primarily handling inbound customer calls in a 24/7 call center environment.
2. All candidates must be shift flexible, including nights, weekends, and holidays. Training is conducted during day shifts regardless of assigned shift.
3. Respond to incoming service desk calls regarding clinical applications such as Epic, Cerner, McKesson, and Meditech, addressing issues like workflow, errors, user access, and functionality.
4. Track, document, and close or escalate incident tickets promptly.
5. Drive resolution of incidents on a 24/7 desk.
6. Read text on computer screens for extended periods.
7. Remain at the designated workspace and in the phone queue for 8-10 hours with scheduled breaks.
8. Ensure a quiet, private workspace with high-speed, wired internet.
9. Travel up to 10% if required.
10. Lift up to 25 lbs for equipment setup if needed.
11. Have a working cell phone for communication and Two-Factor Authentication.

Preferred Qualifications

1. Shift flexibility including nights, weekends, and holidays; schedule may change per business needs.
2. Minimum of 4 years of service desk/helpdesk experience or a combination of education and troubleshooting experience.
3. At least 1 year of technical troubleshooting experience.
4. High school diploma or equivalent.

Preferred Skills

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

Basic Qualifications

1. At least 1 year of experience in call center/customer service/application support.

This position is only available for direct employment with NTT DATA, Inc. or its subsidiaries. Temp or C2C contractors are not considered. We offer comprehensive benefits starting from your first day.

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 for our clients. With diverse experts across more than 50 countries and a robust partner ecosystem, our services include consulting, AI, industry solutions, and application management. We are a top provider of digital and AI infrastructure, investing over $3.6 billion annually in R&D. Visit us at us.nttdata.com.

We are committed to accessibility and equal opportunity employment. For accommodations or inquiries, contact us at https://us.nttdata.com/en/contact-us. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. For more info, see our EEO Policy.