Position: Clinical Service Desk Analyst (CSDA)
Location: Cebu City
Work Setup: Onsite
Work Schedule: Flexible / Shifting Schedules (supports a 24/7 operation)

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