Clinical Service Desk

• **This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Clinical Service Desk based in Canada.**
• This role provides critical technical support to healthcare professionals by assisting with clinical applications and resolving service-related issues.
• You will be part of a 24/7 support environment where your expertise helps ensure healthcare teams can continue delivering effective patient care.
• The position combines customer service, technical troubleshooting, and application support within a fast-paced healthcare technology ecosystem.
• You will manage incoming requests, investigate incidents, and collaborate with teams to deliver timely resolutions.
• This opportunity is ideal for professionals who enjoy problem-solving, communication, and making a direct impact through reliable technology support.
• Working remotely, you will contribute to maintaining high-quality service standards for healthcare users across a dynamic operational environment.

### Accountabilities

As a Clinical Service Desk professional, you will provide frontline technical assistance to healthcare customers using clinical applications while ensuring incidents are properly documented, tracked, and resolved. You will support users across a 24/7 service environment and help maintain operational continuity for critical healthcare systems.

• Respond to inbound service desk calls from healthcare customers regarding clinical applications such as Epic, Cerner, McKesson, and Meditech.
• Troubleshoot clinical application issues, including workflow challenges, application errors, user access problems, and functionality concerns.
• Analyze reported incidents, identify root causes, and provide effective solutions or escalate issues when required.
• Document incident details, troubleshooting steps, resolutions, and follow-up actions accurately within service management systems.
• Drive incident resolution while maintaining strong service levels across a 24/7 support desk.
• Deliver professional and empathetic support to clinicians and healthcare users.
• Maintain availability within scheduled shifts, including nights, weekends, and holidays when required.
• Follow established processes, security standards, and communication procedures.
• Collaborate with internal teams to improve service quality and resolve recurring issues.

## **Requirements:**

The ideal candidate has experience in technical support environments and strong troubleshooting abilities, with the communication skills needed to assist healthcare professionals effectively. You should be comfortable working independently in a structured, fast-paced, and customer-focused environment.

• Minimum of 4 years of service desk, helpdesk, or equivalent technical troubleshooting experience.
• At least 1 year of hands-on technical troubleshooting experience.
• High school diploma or equivalent required.
• Experience supporting software applications, healthcare systems, or enterprise technology environments is preferred.
• Previous experience working in a call center or high-volume support environment is an asset.
• Strong customer service mindset with the ability to communicate clearly and professionally with clinicians and colleagues.
• Excellent verbal and written English communication skills.
• Strong listening skills and the ability to understand user needs quickly.
• Proficient typing skills and comfort working with computer systems for extended periods.
• Ability to remain focused and effective in a fast-paced, 24/7 operational environment.
• Flexibility to work rotating shifts, including nights, weekends, and holidays.

## **Benefits:**

• Fully remote work opportunity based in Canada.
• Competitive compensation range of approximately $25.00 to $31.00 per hour, depending on experience, skills, location, and qualifications.
• Employee Assistance Program (EAP) support.
• Access to employee discount programs and perks.
• Opportunity to develop expertise in healthcare technology and clinical application support.
• Experience working in a mission-critical technology environment.
• Structured training and onboarding support.