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We are seeking a Clinical Service Desk Analyst to provide first-level technical support for clinicians and healthcare professionals. You will troubleshoot issues related to clinical applications, Electronic Health Record (EHR) systems, and healthcare software while delivering excellent customer service and ensuring minimal disruption to patient care.

Key Responsibilities

• Provide technical support via phone, email, chat, or ticketing systems.
• Troubleshoot hardware, software, and clinical application issues.
• Log, categorize, prioritize, and document incidents accurately.
• Escalate complex issues to appropriate support teams or vendors.
• Assist clinicians with application usage and basic system training.
• Create and maintain knowledge base articles and troubleshooting documentation.
• Ensure compliance with healthcare regulations, including HIPAA.
• Collaborate with clinical staff, IT teams, and vendors to resolve technical issues.

Qualifications

Required

• At least 1 year of Healthcare Service Desk experience.
• Experience supporting Electronic Health Record (EHR) systems or clinical applications.
• Strong understanding of healthcare workflows.
• Excellent English communication skills (minimum C1 proficiency).
• Strong troubleshooting and customer service skills.
• Willing to work onsite in Cebu City on a shifting schedule.

Preferred

• IT Service Desk (L1/L2) experience.
• Experience with ServiceNow, Remedy, or similar ticketing tools.
• Basic knowledge of ITIL processes.
• Experience supporting healthcare applications in an SLA-driven environment.

Note: BPO experience is not required. Candidates with a strong Healthcare Service Desk background are highly encouraged to apply.

Application Requirements

Please include the following in your application:

• Educational Attainment
• Total Years of Healthcare Service Desk Experience
• Total Years of IT Service Desk (L1/L2) Experience
• EHR/Clinical Application Experience
• BPO Experience (if applicable)
• Current/Last Drawn Salary
• Expected Salary
• Earliest Available Start Date