Clinical Service Desk- Helpdesk Senior Representative-Remote-Halifax
Req ID: 373121 NTT DATA Services is committed to hiring exceptional, innovative, and passionate professionals who thrive in a collaborative and forward‑thinking environment. If you’re looking to grow your career with an inclusive organization that values both people and purpose, we invite you to apply We are currently seeking a Helpdesk Senior Representative to join our Clinical Service Desk team. This is a fully remote position, with the opportunity to work from home anywhere in North America. Role Responsibilities This role supports the Provider Clinical Service Desk by managing and coordinating inbound support activity across multiple intake channels, including system-generated requests, self-service submissions, emails, chats, and other queue-based inputs. The position operates within a 24x7x365 service environment focused on service continuity and SLA adherence. Candidates must be shift-flexible, as coverage may include evenings, weekends, and holidays based on operational needs. Initial account-specific training is conducted during standard day-shift hours, regardless of assigned shift. Monitor and manage incoming support requests to ensure timely handling and adherence to defined service level agreements (SLAs). Coordinate ticket assignment to available resources based on workload, coverage, and operational needs. Utilize established templates and systems to accurately capture and document relevant system information within tickets. Manage active, on-hold, and aging tickets, including updating statuses and ensuring appropriate follow-up. Review historical tickets during periods of low queue volume to support backlog reduction or quality initiatives. Support queue-related activities such as voicemail review, callback coordination, and ticket updates, as applicable. Perform ongoing queue monitoring to identify trends, bottlenecks, and opportunities for efficiency. Conduct ticket quality audits on resolved cases using provided guidelines and parameters. Contribute to knowledge development by identifying patterns, recommending improvements, and supporting enhancements to automation and AI-assisted tools. Collaborate with leadership and peers to refine workflows and adapt responsibilities as operational needs evolve. Read text on computer screens for the duration of the shift Remain at designated workspace and working within ticketing queue for an 8 to10-hour period with scheduled breaks Ensure a quiet, private workspace with high speed, wired internet Travel up to 10% of the time, if required 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 1 year Healthcare-Healthcare Systems-Call Center experience About NTT DATA Services NTT DATA Services is a recognized leader in healthcare technology and services, dedicated to improving patient outcomes and driving efficiency across the healthcare ecosystem. We deliver targeted, industry‑focused solutions including patient engagement, predictive analytics, healthcare cloud hosting, system integration and interoperability, clinical and claims application implementation, revenue cycle management, policy administration, and core managed infrastructure and business process services. Our healthcare clients include: More than 1,800 hospitals 2,200 long‑term care facilities 225 acute care facilities 43,000 clinicians 1,000 physician practices 50 insurance providers, supporting over 65 million policyholders