Clinical Service Desk Associate

About the role

The Clinical Service Desk Associate provides technical and application support to healthcare professionals and other end users, focusing on Electronic Health Record (EHR) systems, user access, and clinical workflows. The role requires strong customer service, communication, and problem‑solving abilities in a fast‑paced environment.

Key responsibilities

• Provide technical and application support via phone, email, or ticketing system for EHR applications, login issues, access requests, and clinical workflow problems.
• Take ownership of incidents and service requests, ensuring timely follow‑up, clear communication, and accurate documentation in the ticketing system.
• Troubleshoot technical issues using established procedures, knowledge bases, and documentation while meeting performance, quality, and service‑level standards.
• Protect confidential patient information and comply with organizational policies.
• Participate in training on healthcare technologies and collaborate with team members to identify recurring issues and improve support processes.

Required profile

• Educational background in Information Technology or a related field.
• 1–2 years of experience in help desk, application support, or technical support.
• Strong verbal and written communication skills and excellent customer‑service orientation.
• Ability to work independently and as part of a collaborative team.
• Attention to detail, organizational skills, and willingness to learn new technologies quickly.

Required skills

• Experience with Electronic Health Record (EHR) systems.
• Proficiency in using ticketing systems for incident and request management.