Job Description

Job Summary

Clinical Support Service Desk Analyst ,Provides front‑line and escalation support for clinical and patient‑facing systems used by healthcare staff. Acts as the primary point of contact for clinicians and clinical operations teams, ensuring timely incident handling, accurate triage, and coordinated resolution to minimize disruption to patient care and clinical workflows. Operates within defined ITSM processes, escalation matrices, and clinical safety guardrails.

Key Responsibilities

Serve as the primary point of contact for clinical users reporting incidents or requesting supportrnAccurately authenticate users and log incidents and service requests in the ITSM systemrnPerform initial triage with a clinical impact lens, ensuring correct prioritization and routingrnResolve L1/L2 clinical support issues within approved scope and proceduresrnFollow defined clinical escalation paths for patient‑impacting or time‑sensitive issuesrnCoordinate with resolver teams, command center, and onsite support as requiredrnMaintain clear, timely communication with clinical users through resolutionrnAdhere to security, privacy, and access control procedures for clinical systemsrnSupport major incidents by providing clinical impact context and coordinationrnEnsure complete and accurate documentation for audit, compliance, and reportingrnContribute to knowledge articles and continuous improvement initiatives related to clinical support

Skill Requirements

Strong experience in Service Desk or Clinical IT Support rolesrnSolid understanding of ITSM processes (Incident, Request, Major Incident handling)rnAbility to triage issues with urgency and accuracy in high‑pressure environmentsrnExcellent communication skills with clinicians and non‑technical usersrnStrong documentation and ticket hygiene discipline

Other Requirements

✅ Life Sciences or Healthcare IT support experience is strongly preferredrn✅ Exposure to clinical environments such as hospitals, labs, or patient care settingsrn✅ Experience supporting regulated systems where uptime and accuracy are critical