Job Description

We are seeking a Healthcare Tech Support Specialist (Clinical Service Desk) to provide first-level technical support for healthcare applications, clinical systems, and IT services. The ideal candidate will assist healthcare professionals by resolving technical issues, troubleshooting software and system access problems, and ensuring timely resolution of incidents while meeting service level agreements (SLAs).

About the Role

We're seeking a Clinical Service Desk Agent to support

clinicians by resolving IT issues that impact patient care. The role provides

first-level support for clinical applications, EHR systems, and healthcare

software while ensuring timely troubleshooting and excellent customer service.

Key Responsibilities

•             Provide technical support via phone, email, chat, or ticketing system

•             Diagnose and resolve hardware/software issues in clinical systems

•             Log, categorize, and prioritize incidents with detailed documentation

•             Escalate complex issues to higher-level teams or vendors

•             Assist clinicians with application use and training

•             Contribute to knowledge base articles and troubleshooting guides

•             Ensure compliance with healthcare regulations (HIPAA, etc.)

•             Collaborate with clinical staff, IT teams, and vendors

Qualifications

•             Strong understanding of healthcare workflows, clinical applications, and EHR

systems

•             Familiarity with healthcare compliance standards

•             Excellent communication skills

•             Strong problem-solving and customer service orientation

•             Ability to multitask in a fast-paced environment

Preferred Experience

•             IT Service Desk (L1/L2) support experience using ServiceNow, Remedy, or similar

tools

•             Experience troubleshooting healthcare applications and EHR systems

•             Basic knowledge of ITIL processes in SLA-driven environments

Mandatory Requirements

• Candidates must have strong clinical/healthcare experience combined

with IT Service Desk experience or clinical service desk background  in a BPO environment

• Relevant Service Desk experience

• Excellent English communication skills (minimum C1 proficiency level)

• Must be amenable to client and program requirements