Service Desk /Helpdesk Associate - Remote (Toronto, ON, CA)

Req ID: 393695

NTT DATA Services 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.

Hospital Clinical Service Desk Analyst – 24/7 Support

Employment Type: Full-Time, Direct Hire

Company: NTT DATA Services

Schedule: 24x7x365 Support Environment – Shift Flexibility Required

If you have applied previously to this or a similar position with NTT DATA and have not been contacted, we encourage you to reapply.

Position Overview

NTT DATA Services is seeking experienced Hospital Clinical Service Desk Analysts to join our healthcare technology support team. In this role, you will serve as a critical point of contact for healthcare professionals, providing application support for clinical systems used in hospitals and healthcare organizations.

You will work in a 24x7x365 service desk environment , assisting clinicians and healthcare customers with application issues, access requests, workflow questions, and technical incidents. The ideal candidate combines strong technical troubleshooting skills with excellent communication, customer service, and problem-solving abilities.

This is an excellent opportunity for a service desk professional who enjoys working in a fast-paced environment and wants to apply their technical expertise within the healthcare technology industry.

Responsibilities

• Provide Level 1/Level 2 service desk support to healthcare customers and clinical users.

• Handle inbound calls and support requests in a high-volume, customer-focused call center environment.

• Troubleshoot issues involving clinical applications and systems, including Epic, Cerner, McKesson, Meditech , and other healthcare applications.

• Assist users with:

• Application errors and functionality issues

• Clinical workflow questions

• User access and authentication issues

• Technical troubleshooting and incident resolution

• Accurately document incidents, troubleshooting steps, resolutions, and follow-up actions in the service management system.

• Resolve incidents within established service levels or appropriately escalate issues to specialized support teams.

• Take ownership of incidents through resolution while maintaining a strong customer-service focus.

• Communicate clearly and professionally with clinicians, healthcare staff, technical teams, and internal stakeholders.

• Work effectively in a fast-paced, high-volume environment where priorities may change quickly.

• Follow established processes, procedures, security requirements, and service-level expectations.

• Participate in training and ongoing learning to maintain knowledge of supported applications and technologies.

Schedule & Work Environment

Because our healthcare customers rely on these systems around the clock, 24x7x365 support coverage is required .

Candidates must be comfortable working a flexible schedule that may include:

• Day, evening, or overnight shifts

• Weekends

• Holidays

• Overtime, when required by business needs

• Schedule changes based on client requirements, business needs, or training

Important: Account-specific training may be scheduled during daytime hours regardless of your eventual assigned shift.

Additional requirements include

• Ability to remain at a designated workstation and actively participate in the phone queue for 8–10 hour shifts , with scheduled breaks.

• Ability to read and work from computer screens throughout the shift.

• For remote work, a quiet, private workspace and high-speed wired internet connection are required.

• A working mobile phone is required for manager communication and two-factor authentication (2FA) .

• Ability to travel up to 10% , when required.

• Ability to lift up to 25 lbs. when equipment setup or support activities require it.

Required Qualifications

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4+ years of service desk, help desk, technical support, or remote suppor