Clinical Service Desk

As a Clinical Service Desk professional, you will provide frontline technical assistance to healthcare customers using clinical applications while ensuring incidents are properly documented, tracked, and resolved. You will support users across a 24/7 service environment and help maintain operational continuity for critical healthcare systems.

• Respond to inbound service desk calls from healthcare customers regarding clinical applications such as Epic, Cerner, McKesson, and Meditech.


• Troubleshoot clinical application issues, including workflow challenges, application errors, user access problems, and functionality concerns.


• Analyze reported incidents, identify root causes, and provide effective solutions or escalate issues when required.


• Document incident details, troubleshooting steps, resolutions, and follow-up actions accurately within service management systems.


• Drive incident resolution while maintaining strong service levels across a 24/7 support desk.


• Deliver professional and empathetic support to clinicians and healthcare users.


• Maintain availability within scheduled shifts, including nights, weekends, and holidays when required.


• Follow established processes, security standards, and communication procedures.


• Collaborate with internal teams to improve service quality and resolve recurring issues.

Requirements:

The ideal candidate has experience in technical support environments and strong troubleshooting abilities, with the communication skills needed to assist healthcare professionals effectively. You should be comfortable working independently in a structured, fast-paced, and customer-focused environment.

• Minimum of 4 years of service desk, helpdesk, or equivalent technical troubleshooting experience.


• At least 1 year of hands-on technical troubleshooting experience.


• High school diploma or equivalent required.


• Experience supporting software applications, healthcare systems, or enterprise technology environments is preferred.


• Previous experience working in a call center or high-volume support environment is an asset.


• Strong customer service mindset with the ability to communicate clearly and professionally with clinicians and colleagues.


• Excellent verbal and written English communication skills.


• Strong listening skills and the ability to understand user needs quickly.


• Proficient typing skills and comfort working with computer systems for extended periods.


• Ability to remain focused and effective in a fast-paced, 24/7 operational environment.


• Flexibility to work rotating shifts, including nights, weekends, and holidays.

Benefits:

• Fully remote work opportunity based in Canada.


• Competitive compensation range of approximately $25.00 to $31.00 per hour, depending on experience, skills, location, and qualifications.


• Employee Assistance Program (EAP) support.


• Access to employee discount programs and perks.


• Opportunity to develop expertise in healthcare technology and clinical application support.


• Experience working in a mission-critical technology environment.


• Structured training and onboarding support.