Technical Support
Company: HCL Americas
Location: Westland
Posted on: April 6, 2021
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Job Description:
Job Role: IT Analyst Service DeskLocation: Michigan -(Remote
Role)Hiring Type: FTE Respond to client inquiries concerning
clinical systems operation and diagnose system hardware, software,
and user issues Provide second-level technical support for issues
related to clinical applications Investigate and resole issues
related to the EHR/EMR and other clinical applications Navigate
clinical applications users through system functionalities and
workflows Administration of EHR/EMR and clinical application users
including user account management and maintenance Investigate and
resolve interface problems with other systems including practice
management systems, labs, or other diagnostic systems Assist in the
implementation of the EHR/EMR system downtime procedures,
configuration, and maintenance Instruct and educate users in use of
equipment, software, and manuals as related to EHR/EMR and other
clinical applications Coordinate EHR/EMR activities with service
desk, network services or other information systems groups Assist
in the preparation and distribution of regular reports for various
clinical applications Follows all policies and procedures related
to security when handling confidential PHI Use the Incident
Management System to document and manage incidents and work
requests Follow approved escalation procedures and communicate with
escalation parties Identify, evaluate and prioritize customer
problems and complaints Participate in knowledge documentation
creation and update Participate in on-going training and
professional development activities Manage the requestor s
expectations until the request is satisfied Work on addition tasks
and departmental projects as assigned Demonstrate exemplary
courtesy, respect, professionalism, communications skills and
teamwork To provide support for on call escalations and doing root
cause analysis of given issue To independently resolve tickets
within agreed SLA of ticket volume and time To adhere to quality
standards, regulatory requirements and company policies Work on
value adding activities such Knowledge base update and management,
Training freshers, coaching analysts To ensure positive customer
experience and CSAT through First Call Resolution and minimum
rejected resolutions or Reopen Cases
Candidate must be authorized to work in the U.S. We are unable to
sponsor work visas at this time.
About HCL
HCL Technologies (HCL) empowers global enterprises with technology
for the next decade today. HCL s Mode 1-2-3 strategy, through its
deep-domain industry expertise, customer-centricity and
entrepreneurial culture of ideapreneurship enables businesses to
transform into next-gen enterprises.HCL offers its services and
products through three lines of business - IT and Business Services
(ITBS), Engineering and R&D Services (ERS), and Products &
Platforms (P&P). ITBS enables global enterprises to transform
their businesses through offerings in areas of Applications,
Infrastructure, Digital Process Operations, and next generation
digital transformation solutions. ERS offers engineering services
and solutions in all aspects of product development and platform
engineering while under P&P. HCL provides modernized software
products to global clients for their technology and industry
specific requirements. Through its cutting-edge co-innovation labs,
global delivery capabilities, and broad global network, HCL
delivers holistic services in various industry verticals,
categorized under Financial Services, Manufacturing, Technology &
Services, Telecom & Media, Retail & CPG, Life Sciences, and
Healthcare and Public Services.As a leading global technology
company, HCL takes pride in its diversity, social responsibility,
sustainability, and education initiatives. As of 12 months ending
on September 30, 2019, HCL has a consolidated revenue of US$ 9.3
billion and its 147,123 ideapreneurs operate out of 44 countries.
For more information, visit
Candidate must be authorized to work in the U.S. We are unable to
sponsor work visas at this time.
About HCL
HCL Technologies (HCL) empowers global enterprises with technology
for the next decade today. HCL s Mode 1-2-3 strategy, through its
deep-domain industry expertise, customer-centricity and
entrepreneurial culture of ideapreneurship enables businesses to
transform into next-gen enterprises.HCL offers its services and
products through three lines of business - IT and Business Services
(ITBS), Engineering and R&D Services (ERS), and Products &
Platforms (P&P). ITBS enables global enterprises to transform
their businesses through offerings in areas of Applications,
Infrastructure, Digital Process Operations, and next generation
digital transformation solutions. ERS offers engineering services
and solutions in all aspects of product development and platform
engineering while under P&P. HCL provides modernized software
products to global clients for their technology and industry
specific requirements. Through its cutting-edge co-innovation labs,
global delivery capabilities, and broad global network, HCL
delivers holistic services in various industry verticals,
categorized under Financial Services, Manufacturing, Technology &
Services, Telecom & Media, Retail & CPG, Life Sciences, and
Healthcare and Public Services.As a leading global technology
company, HCL takes pride in its diversity, social responsibility,
sustainability, and education initiatives. As of 12 months ending
on September 30, 2019, HCL has a consolidated revenue of US$ 9.3
billion and its 147,123 ideapreneurs operate out of 44 countries.
For more information, visit Associated topics: client, deskside,
help, information technology support, patient, service, support,
support analyst, technician, technician iii
Keywords: HCL Americas, Westland , Technical Support, IT / Software / Systems , Westland, Michigan
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