Helpdesk Senior Associate

Position's Overview

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA, Inc. currently seeks a Helpdesk Associate to join our Clinical Service Desk team in Guadalajara, Mexico.

Client's business problem to solve?

Providing virtual support of supported applications in service desk setting.

Position's General Duties and Tasks

This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365. Shift work is required including nights, weekends, and/or holidays.

Role Responsibilities
 - Handle incoming service desk calls from healthcare customers and follow SOP and knowledge.
 - Tracking and documenting the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner.
 - Responsible for driving resolution of incidents on a 24/7 service desk.

  Requirements
 - 1+ years of relevant experience or equivalent combination of education and work experience / High school diploma or equivalent required.

 - 1+ years of technical troubleshooting experience.
  - Previous experience in a call center environment.
 - Demonstrates a service philosophy in all interactions with clinicians and colleagues.
 - Strong communication and interpersonal skills.
 - All candidates will have to be shift flexible. Night, weekend, and/or holiday work will be required.

Preferences
- Associates degree, technical college or some college course work preferred

- 1+ years of experience in one or more of the following EMR applications – Epic, Cerner, McKesson, Meditech, etc.
- 1+ years technical/clinical care delivery experience