Healthcare IT Support Professional

6 days ago

Wilmington, North Carolina, United States HCL Technologies Full time
Job Description

Clinical Service Desk

Remote

Rotational Shift: 6:30am EST to 11:30pm EST

Experience in Radiology is Mandatory

We require service desk experience in the healthcare industry.

Key Responsibilities:

  • Provide support for clinical applications for the client staff and serve as the primary contact for Radiologists and VIPs requiring enhanced and immediate resolution to continue patient care services.
  • Clinical Service Desk Coverage from 6:30am EST to 11:30pm EST from the US.

Role Responsibilities:

CSD Resource

  • Monitor the CSD queue.
  • Follow up on open tickets, their resolution, etc.
  • Serve as the initial point of contact for clients via phone calls and chats, promptly addressing inquiries and requests.
  • Document interactions accurately in the ticketing tool, escalate complex cases to the 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.
  • Prioritize incidents based on the incident log and customers.
  • Provide on-call support for all clinical service requests, such as password reset, account unlock, etc.
  • Clarify application training.
  • Identify issues; route tickets to the respective assignment groups.
  • For VIP customers, if the L1 team is unable to resolve the issue, they will patch the L2 engineers on the call.

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