Clinical Service Desk Analyst (CSDA)

Gratitude Inc

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1 day ago

Clinical Service Desk Analyst (CSDA)

1-3 Year(s)

₱ 38.5 - ₱ 44.5K p.m

Cebu Central Visayas

Job Description

Key Skills

Communication Troubleshooting Service Desk TIS service desk L2 IT SERVICE DESK EHR Healthcare Workflow clinical application

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About the Role:

The Clinical Service Desk Analyst supports 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

Kindly answer the pre-screening questions below and send them as your comments while applying

Pre-Screening Notes:

How many years of relevant experience do you have in a Healthcare Service Desk environment?
Which clinical applications or Electronic Health Record (EHR) systems have you supported? Please describe the types of issues you have resolved.
Which IT Service Desk or ticketing tools have you used?
This role is based onsite in Cebu City and supports a 24/7 operation with flexible/shifting schedules. Are you able to work onsite and work rotating shifts, including nights, weekends, and holidays?
What is your last drawn salary?
What is your expected salary?

Role

Client Services

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

Banking / Financial Services

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