Clinical Service Desk

3 days ago

Manila, National Capital Region, Philippines HCL Technologies Philippines Inc Full time

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 OrientatedHighly self-motivated and directedCapable of Multitasking in a high pace environment, effectively and efficientlyAbility to learn new information quickly and the willingness to do so at all timesBuild rapport and elicit issue details from end usersAbility to absorb and retain information quicklyServe as the initial point of contact for clients via phone calls and chats, promptly addressing inquiries and requests.\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.Ensure exceptional client experiences by displaying professionalism, patience, and a client-centric approach.Manage client interactions efficiently following established protocols, utilizing the hospital's knowledge base for relevant solutions.Should have basic service & product knowledge to identify and resolve fundamental problemsCreate Incident or Service Request tickets, logging all pertinent InformationUtilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issueExperienced in resolving end user incidents and requestsClose the ticket when users are satisfied with the solution providedDocument notes in each ticket or update worklogsTracking and classifying incoming incidents or service requests, attempting initially solutionsEnsures Incidents and Service Requests are properly escalated and assigned to appropriate support groupsUpdate end users concerning the status of Incidents, Service Requests, and ChangesMaintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAsFollow the escalation processCreate / modify and manage KBs for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updatedCoordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutionsProvide input to Service Desk Management regarding Continuous Improvement opportunitiesFollow the shift hand-over processAchieve the targets set based on the standard KPI/Customer MetricsAdheres to the organization's internal policies and procedures including shift scheduleShould be ready to work in 24/7 work environmentMust be willing to work onsiteCan drive company value and its methodology Complies to regulatory requirementsQualificationCandidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalentYears of ExperienceMinimum of 4 years of Service Desk experience with 2 years of clinical desk experience.Technical Knowledge & SkillsRemote Desktop SupportNetworking conceptsWindows Operating SystemMs Office ProductsITSM Tool experience – Service NowUnderstanding of Clinical Applications (RIS/PACS/KRONO/Intelviewer/Intelerad/Fluency)VPN (Cisco AnyConnect, Global Connect)PDA and MDM supportOthers: Adobe Acrobat and other common desktop applications like Winzip, etc Drive your experience with #HCL Technologies and receive the following Benefits: Free HMO up to 3 dependents from Day 1Life InsuranceSick LeavesAnnual Leaves, etc.13th Month Pay

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