Helpdesk Analyst

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.

Job Description: 

All candidates are required to be shift flexible.  Night, weekend, and/or holiday work will be required. Schedule can be changed as per client and business requirements or training needs. Additionally, overtime may be required depending on business requirements. They must have a background in training team members of a service desk.

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 in support of 65 million policy holders. 

Job Responsibilities Include: 

• 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 escalate 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 

Basic 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 

Preferred Skills: 

Experience in a call center environment 

Demonstrate a service philosophy in all interactions with clinicians and colleagues 

Effective communication and interpersonal skills 

Proficient typing and English language skills (both verbally and in writing) 

Strong listening capabilities to fully understand caller’s needs / requests 

Exceptional ability to work optimally in a fast-paced environment 

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc., or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment. 

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