Clinical Service Desk Analyst (CSDA)

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:

1. How many years of relevant experience do you have in a Healthcare Service Desk environment?
2. Which clinical applications or Electronic Health Record (EHR) systems have you supported? Please describe the types of issues you have resolved.
3. Which IT Service Desk or ticketing tools have you used? 
4. 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?
5. What is your last drawn salary?
6. What is your expected salary?