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 clients team and provide technical support for healthcare and clinical 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:

• Bachelors 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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