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.

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 escal
• 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.

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.

• 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.

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