Clinical Service Desk Technician

Role Overview

This position is with a partner organization seeking a Clinical Service Desk technician based in Canada. The role entails providing essential technical assistance to healthcare professionals by supporting clinical applications and resolving service-related issues. Operating within a 24/7 support structure, you will ensure healthcare teams continue delivering high-quality patient care through timely problem resolution.

Key Responsibilities

• Respond promptly to inbound service desk calls from healthcare users concerning clinical software such as Epic, Cerner, McKesson, and Meditech.
• Troubleshoot various clinical application issues including workflow disruptions, software errors, user access difficulties, and functionality problems.
• Investigate reported incidents to identify root causes and provide effective fixes or escalate as necessary.
• Thoroughly document incident reports, steps taken for troubleshooting, solutions implemented, and any required follow-up actions in service management tools.
• Maintain high service levels and drive incident resolution within a 24/7 operational environment.
• Provide professional, empathetic assistance to clinicians and healthcare users, ensuring positive customer experiences.
• Work assigned shifts which may include nights, weekends, and holidays as part of a rotating schedule.
• Adhere to established procedures, security protocols, and communication guidelines.
• Collaborate with internal teams to enhance service delivery and reduce recurrence of issues.

Candidate Requirements

• At least four years of experience in a service desk, helpdesk, or similar technical support role.
• Minimum of one year specialized experience in technical troubleshooting.
• High school diploma or equivalent educational qualification.
• Preferred background in supporting healthcare software applications or enterprise technology systems.
• Previous employment in a call center or high-volume support environment is advantageous.
• Strong customer service orientation with excellent verbal and written English communication skills.
• Active listening capabilities and the aptitude to quickly comprehend user needs.
• Proficiency with typing and extended use of computer systems.
• Ability to maintain concentration and deliver results in a fast-paced, round-the-clock service setting.
• Willingness and flexibility to work rotating shifts including nights, weekends, and holidays.

Benefits and Perks

• Opportunity to work fully remotely within Canada.
• Competitive hourly wage approximately between $25 and $31, variable upon experience, skill set, location, and qualifications.
• Access to an Employee Assistance Program (EAP) for support.
• Employee discount programs and other perks available.
• Chance to develop expertise in healthcare technology and clinical application support.
• Experience in a mission-critical healthcare technology support environment.
• Structured onboarding and training to ensure successful integration.

Additional Information

This role is facilitated by a partner company handling all applications and next steps internally. The recruitment process uses AI-assisted candidate matching, with final hiring decisions made by human evaluators. Data privacy and compliance with relevant regulations including GDPR are maintained throughout the process.