Clinical Service Desk Analyst
September 23
Description
• Provides 24/7/365 Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes. • Triages end user issues and determines if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2. • Utilizes customer service guidelines as outlined in HDI training. • Uses client provided knowledgebase and client specific procedures to resolve issues. • Acquires and maintains a general and clinical knowledge of client and related software applications. • Attends professional development training as instructed. • Maintains necessary technology skills to perform common client specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc. • Exhibits regular and reliable attendance. • Performs other duties as assigned.
Requirements
• 1-year Cerner clinical experience as end user, credentialed trainer, or other relevant clinical experience • 2 years’ customer service experience • Relevant Cerner Clinical software experience • Call center experience a plus
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