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

About the Role:

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.

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

Mandatory Requirements

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

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

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

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