Clinical Service Desk

2 weeks ago


Metro Manila, Philippines HCL Technologies Philippines Inc Full time

IT Service Desk Sr. Analyst  

Providing ‘Best in Class’ services to end users for issues they are facing. Supporting Healthcare users via Phone Calls/Chat/Email/Tickets. 

Position Requirements 

MUST Have have Good English Communication and Conversation Skills (Verbal and Written)  

MUST have a Great Customer Handling Skills  

Good Probing Skills and demonstrated Empathy skills  

Customer Service Orientated 

Highly self-motivated and directed 

Capable of Multitasking in a high pace environment, effectively and efficiently 

Ability to learn new information quickly and the willingness to do so at all times 

Build rapport and elicit issue details from end users 

Ability to absorb and retain information quickly 

Create Incident or Service Request tickets, logging all pertinent Information 

Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue 

Experienced in resolving end user incidents and requests 

Close the ticket when users are satisfied with the solution provided 

Document notes in each ticket or update worklogs 

Proper Categorization of tickets as per CTI  

Tracking and classifying incoming incidents or service requests, attempting initially solutions 

Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups 

Update end users concerning the status of Incidents, Service Requests, and Changes 

Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs 

Follow the escalation process 

Create / modify and manage KBs for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated 

Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions 

Provide input to Service Desk Management regarding Continuous Improvement opportunities 

Follow the shift hand-over process 

Achieve the targets set based on the standard KPI/Customer Metrics 

Adheres to the organization’s internal policies and procedures including shift schedule 

Should be ready to work in 24/7 work environment 

Must be willing to work onsite (RTO) 

Can drive company value and its methodology  

Complies to regulatory requirements 

Added Advantage - Possess familiarity with US healthcare processes and ITIL principles to ensure effective client interactions and align with industry best practices. Document interactions accurately in ticketing tool, escalate complex cases to next level or technical teams, collaborate with the healthcare team, and stay updated on medical trends to enhance client support processes. 

Qualification 

Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent 

Years of Experience 

At least 2 year(s) of working experience in the related field is required for this position 

Preferably 1-4 Yrs. Experienced Employees specializing in ServiceDesk Support or Healthcare or equivalent. 

 

Technical Knowledge & Skills 

Basic Technical Knowledge  

Remote Desktop Support 

Networking concepts 

Windows Operating System 

Ms Office Products 

Others: Adobe Acrobat and other common desktop applications like Winzip, etc  

ITSM Tool experience – Service Now 

VPN (Cisco AnyConnect, Global Protect) 

Drive your experience with #HCL Technologies and receive the following Benefits: 

 

Free HMO up to 3 dependents from Day 1 

Life Insurance 

Sick Leaves 

Annual Leaves, etc. 

13th Month Pay 



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