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 clinicians in resolving IT issues that impact patient care, support electronic health record (EHR) systems, and ensure timely resolution of incidents. You will work closely with clinical staff, IT teams, and vendors to deliver high-quality support while maintaining compliance with healthcare standards and service level agreements.

Key Responsibilities:

• Provide first-level technical support via 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 within the ticketing system.
• Escalate complex technical issues to appropriate support teams or vendors when necessary.
• Assist clinicians with application usage, troubleshooting, and basic system guidance.
• Maintain detailed documentation of incidents, resolutions, and support activities.
• Contribute to knowledge base articles and troubleshooting guides.
• Ensure compliance with healthcare regulations, policies, and security standards.
• Collaborate with clinical staff, IT teams, and third-party vendors to support operational needs.
• Meet service level agreements (SLAs) and deliver excellent customer service.

Qualifications:

• Bachelor's Degree preferred, but not required.
• At least 2 years of combined Clinical/Healthcare and Service Desk support experience.
• Strong understanding of healthcare workflows, clinical applications, and EHR systems.
• Experience supporting users in a healthcare or clinical environment.
• Hands-on experience with IT 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.
• Excellent problem-solving and customer service skills.
• Strong English communication skills (minimum C1 proficiency level).
• Can start immediately, if possible.

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