Clinical Service Desk Analyst (CSDA)

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)  

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:

1. Years of relevant experience:

2. Experience with a Healthcare Service Desk background:

3. Experience with IT Service Desk (L1/L2) support:

4. Experience with EHR system:

5. BPO Experience:

6. Last drawn salary:

7. Expected salary: