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Clinical Service Desk Analyst

3 months ago

Burnaby, Canada NTT DATA Full time

**Req ID**: 68161

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be

We are currently seeking a Clinical Service Desk Analyst - Full time to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).

**Purpose of Position**

**Accountabilities**
- Applies knowledge of clinical systems, clinical workflows, and/or healthcare to investigate issues and resolve client reported issues
- Applies strong verbal and written communication skills to guide end-users to provide the required details to support call resolution
- Leverages knowledge of articles and his/her expertise to analyze and process incidents. Captures call details in NTT DATA's ITSM solution
- Thoroughly and accurately documents end-user comments
- Leads resolution of problems with significant impact working closely with staff in other service units
- Closes or escalates the tickets in a timely manner. Assigns appropriately to other support groups incidents that cannot be resolved at the 1.5 level
- Monitors tickets for trends and reports them
- Monitors the Enhanced Support Services and escalations
- Assists with unscheduled outage management including Front End Phone Messages (FEM)
- Handles special services and procedures. Participates in special or unexpected projects as assigned
- Represents the CSD as a process expert, including client-facing meetings
- Acts as a resource for and mentors and advises, new CSD employees by sharing experience, knowledge, and lessons learned
- Identifies gaps in knowledge articles and opportunities for improvement and communicates these to the appropriate CSD Knowledge Manager. Draft and review documentation for NTT knowledgebase
- Other duties as assigned

**MANDATORY QUALIFICATIONS
- Physical ability to perform the responsibilities and duties of the position
- Minimum University/College degree or diploma in relevant healthcare or IT related area
- Ability to communicate effectively in English, both verbally and in writing
- Ability to work all shifts, including nights and weekends
- Ability to work from NTT DATA's Burnaby office

**Specific Mandatory Technical Skills
- Minimum 6 months of technical troubleshooting experience (troubleshooting experience in a call center environment preferred)
- Fast, accurate typing/keyboarding skills are required. (Minimum 60 words per minute preferred)
- Can demonstrate critical thinking and troubleshooting capability in an interview setting
- Can demonstrate knowledge of clinical workflows and understanding of clinician roles in an interview setting
- Can demonstrate customer service ideology in an interview setting

**Financial Responsibility
- This position has no financial responsibilities

**Direct Supervision
- This position provides no direct supervision

LI-NAM

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**About NTT DATA Services**

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital,

services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

**NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard**

**to race, gender, disability, age, veteran status, sexual orientation, gender identity, or any other class protected by law.