Help Desk Senior Analyst

NTT DATA, currently seeks a Help Desk to join our team. On site position, Guadalajara. Job Responsibilities Include : This position will be a part of our Healthcare Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365 All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift. Respond to incoming service desk calls from healthcare customers regarding the clinical and technical aspects of various clinical applications such as Epic, Cerner, McKesson and Meditech. Incidents may include, but are not limited to workflow issues, devices, application errors, user access, and functionality Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner Responsible for driving resolution of incidents on a 24/7 desk Read text on computer screens for the duration of the shift Lift up to 25 lbs. if needed for equipment setup Have a working cell phone for manager communication and Two-Factor Authentication Basic Qualifications: Minimum of 6 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 3 years of work experience and 3 years of technical education) Minimum of 2 years of technical troubleshooting experience High school diploma or equivalent required Must work on site in the Guadalajara office Preferred Skills: Experience in a call center environment Demonstrate a service philosophy in all interactions with clinicians and colleagues Effective communication and interpersonal skills Proficient typing and English language skills (both verbally and in writing) Strong listening capabilities to fully understand caller's needs / requests Exceptional ability to work optimally in a fast-paced environment