IT Service Desk Analyst

Job Expectations:

• Position Type: Experienced - Mid/Senior
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Fully Onsite - IT Park, Cebu City
• Work Schedule: Weekdays; Night/Rotating Shift
• Number of Headcounts: 10+ FTEs Available
• Industry: IT Consulting & Services (BPO)

About the Job:

We are looking for a Clinical Service Desk Analyst to join our client's team and provide technical support for healthcare and clinical applications. In this role, you will assist healthcare professionals in resolving IT-related issues, support electronic health record (EHR) systems, and ensure incidents are handled efficiently within service level agreements (SLAs). You will work closely with clinicians, IT teams, and external vendors to troubleshoot issues, provide timely solutions, and help maintain smooth healthcare operations while ensuring compliance with healthcare standards and security requirements.

Key Responsibilities:

• Provide first-level technical support through phone, email, chat, or ticketing systems.
• Troubleshoot and resolve issues related to clinical applications, EHR systems, and healthcare software.
• Log, categorize, prioritize, and document incidents accurately using ticketing systems.
• Escalate complex issues to the appropriate technical teams or vendors when needed.
• Assist clinicians with application usage, troubleshooting, and basic system guidance.
• Maintain clear documentation of incidents, resolutions, and support activities.
• Contribute to knowledge base articles and troubleshooting documentation.
• Ensure compliance with healthcare policies, security standards, and operational procedures.
• Collaborate with clinical users, IT teams, and third-party vendors to support business needs.
• Consistently meet SLA requirements while delivering excellent user support.

Qualifications:

• Bachelor's Degree preferred but not required.
• At least 2 years of combined experience in Clinical/Healthcare and Service Desk support.
• Experience supporting users in a healthcare or clinical environment.
• Strong understanding of healthcare workflows, clinical applications, and EHR systems.
• Hands-on experience with Service Desk tools such as ServiceNow, Remedy, or similar platforms.
• Knowledge of incident management processes and SLA-driven support environments.
• Basic understanding of ITIL principles is an advantage.
• Strong problem-solving skills with a customer-focused approach.
• Excellent English communication skills (minimum C1 proficiency level).
• Available to start immediately, if possible.

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