Senior Analyst - English, Arabic, Microsoft Windows
Others, United States
Verified applicants only — secured by Polyguard
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 support\r\nAccurately authenticate users and log incidents and service requests in the ITSM system\r\nPerform initial triage with a clinical impact lens, ensuring correct prioritization and routing\r\nResolve L1/L2 clinical support issues within approved scope and procedures\r\nFollow defined clinical escalation paths for patient‑impacting or time‑sensitive issues\r\nCoordinate with resolver teams, command center, and onsite support as required\r\nMaintain clear, timely communication with clinical users through resolution\r\nAdhere to security, privacy, and access control procedures for clinical systems\r\nSupport major incidents by providing clinical impact context and coordination\r\nEnsure complete and accurate documentation for audit, compliance, and reporting\r\nContribute to knowledge articles and continuous improvement initiatives related to clinical support
Skill Requirements
Strong experience in Service Desk or Clinical IT Support roles\r\nSolid understanding of ITSM processes (Incident, Request, Major Incident handling)\r\nAbility to triage issues with urgency and accuracy in high‑pressure environments\r\nExcellent communication skills with clinicians and non‑technical users\r\nStrong documentation and ticket hygiene discipline
Other Requirements
✅ Life Sciences or Healthcare IT support experience is strongly preferred\r\n✅ Exposure to clinical environments such as hospitals, labs, or patient care settings\r\n✅ Experience supporting regulated systems where uptime and accuracy are critical
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