‎Position: Clinical Service Desk Analyst (CSDA)

‎Location: Cebu City

‎Work Setup: Onsite

‎Work Schedule: Flexible / Shifting Schedules (supports a 24/7 operation)

‎Salary: 38,500 - 44,500 (package)

‎Headcount: 10

‎Target Start Date: August 14, 2026

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‎About the Role:

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‎Clinical Service Desk Analyst 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.

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‎Key Responsibilities

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‎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

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‎Qualifications

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‎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

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‎Mandatory Requirements

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‎Healthcare Service Desk background - Required

‎At least 1 year of relevant experience

‎Excellent English communication skills (minimum C1 proficiency level)

‎Must be amenable to client and program requirements

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‎Preferred Experience

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‎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

‎BPO experience is not required but a strong Healthcare Service Desk Background is preferred

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‎Pre-Screening Notes:

‎Years of relevant experience:

‎Experience with a Healthcare Service Desk background

‎Experience with IT Service Desk (L1/L2) support

‎Experience with EHR system

‎BPO Experience

‎Last drawn salary

‎Expected salary