Clinical Service Desk Analyst

Job Description

Req ID: 100664

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.

We are currently seeking a Clinical Service Desk Analyst to join our team in VANCOUVER, British Columbia (CA-BC), Canada (CA).

Internal Req ID: 65363

Purpose of Position

The Clinical Service Desk Analyst brings knowledge of clinical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end-users across British Columbia. The Clinical Service Desk Agent reports to the Clinical Service Desk Manager. The position combines a broad understanding of all clinical applications used across the Health Authorities with an accurate assessment of the problem scope and impact, to minimize the service impact to the client.

Accountabilities

• Receives inquiries and incidents submitted via telephone, email, and chat. Clinical application incidents may include workflow issues, application errors, user access, and functionality.
• Applies knowledge of clinical systems, clinical workflows, and/or healthcare to investigate issues and resolve client reported issues
• Applies strong verbal and written communication skills to guide end-users to provide the required details to support call resolution
• Leverages knowledge articles and his/her expertise to analyze and process incidents. Captures call details in NTT DATA’s ITSM solution
• Thoroughly and accurately documents end-user comments
• Functions as escalation point of contact for clinical application issues and questions from the Service Desk and Deskside team
• Leads resolution of problems with significant impact working closely with staff in other service units
• Closes or escalates the tickets in a timely manner. Assigns appropriately to other support groups incidents that cannot be resolved at the 1.5 level
• Monitors tickets for trends and reports them
• Monitors the Enhanced Support Services and escalations
• Assists with unscheduled outage management including Front End Phone Messages (FEM)
• Handles special services and procedures. Participates in special or unexpected projects as assigned
• Represents the CSD as a process expert, including client-facing meetings
• Acts as a resource for and mentors and advises, new CSD employees by sharing experience, knowledge, and lessons learned
• Identifies gaps in knowledge articles and opportunities for improvement and communicates these to the appropriate CSD Knowledge Manager. Draft and review documentation for NTT knowledgebase
• Other duties as assigned

Qualifications

• Minimum University/College Degree or diploma in relevant health care or IT related area
• Minimum 1 year working in a busy, fast-paced call center environment, providing application and technical support to critical applications (Preference for experience in a clinical application call center); or equivalent experience working in a healthcare environment as a clinical application user or supporting clinicians’ clinical applications
• Physical ability to perform the responsibilities and duties of the position
• Ability to communicate effectively in English, both verbally and in writing
• Ability to work all shifts, including nights and weekends
• Ability to work from NTT DATA’s Burnaby or Victoria office

Specific Mandatory Technical Skills

• Minimum 6 months of technical troubleshooting experience (troubleshooting experience in a call center environment preferred)
• Can demonstrate knowledge with network and application access tools (experience with Active Directory, User Computer, or Windows Remote Assist preferred)
• Fast, accurate typing/keyboarding skills are required. (Minimum 60 words per minute preferred)
• Can demonstrate knowledge of implementing, supporting, or using Electronic Medical/Health Record applications (Preference for Cerner, MEDITECH, PARIS, Profile) in an interview setting
• Can demonstrate critical thinking and troubleshooting capability in an interview setting
• Can demonstrate knowledge of clinical workflows and understanding of clinician roles in an interview setting
• Can demonstrate customer service ideology in an interview setting

Financial Responsibility

• This position has no financial responsibilities

Direct Supervision

• This position provides no direct supervision

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

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.