Clinical Service Desk Analyst - Auxiliary - Burnaby (68880)

at  NTT Data

Req ID: 68880
This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.
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 - Auxiliary - Burnaby to join our team in Burnaby, British Columbia (CA-BC), Canada (CA). (REMOTE)

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

MANDATORY QUALIFICATIONS

• Physical ability to perform the responsibilities and duties of the position
• Minimum University/College degree or diploma in relevant healthcare or IT related area
• Minimum 1 year working in a busy, fast-paced call center environment, providing application and technical support to critical clinical applications (Preference for experience in a clinical application call centre); Proven experience supporting common clinical workflows, or equivalent understanding gained through work in a clinical setting
• Ability to communicate effectively in English, both verbally and in writing
• Ability to work all shifts, including nights and weekendsAbility to work from NTT DATA’s Burnaby 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

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 accurate assessment of the problem scope and impact, to minimize service impact to the client.