Clinical Service Desk

2 weeks ago


Manila, National Capital Region, 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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