Clinical Support Service Desk Analyst

HCLTech seeks a highly strategic and execution-focused Clinical Support Service Desk Analyst to provides real‑time operational leadership for the service desk during assigned shifts. Ensures queue stability, SLA adherence, and effective escalation handling for incidents and service requests, with particular attention to clinically sensitive and high‑impact issues. Acts as the first operational escalation point for L1 analysts and coordinates closely with onsite, nearshore, offshore, and resolver teams to maintain uninterrupted support.

Job Title: Clinical Support Service Desk Analyst

Job ID: 97839

Position Type: Fulltime - Hybrid

Location: Morrisville, North Carolina

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
• Accurately authenticate users and log incidents and service requests in the ITSM system
• Perform initial triage with a clinical impact lens, ensuring correct prioritization and routing
• Resolve L1/L2 clinical support issues within approved scope and procedures
• Follow defined clinical escalation paths for patient‑impacting or time‑sensitive issues
• Coordinate with resolver teams, command center, and onsite support as required
• Maintain clear, timely communication with clinical users through resolution Adhere to security, privacy, and access control procedures for clinical systems
• Support major incidents by providing clinical impact context and coordination Ensure complete and accurate documentation for audit, compliance, and reporting
• Contribute to knowledge articles and continuous improvement initiatives related to clinical support.

Skill Requirements

• Strong experience in Service Desk or Clinical IT Support roles
• Solid understanding of ITSM processes (Incident, Request, Major Incident handling)
• Ability to triage issues with urgency and accuracy in high‑pressure environments
• Excellent communication skills with clinicians and non‑technical users
• Strong documentation and ticket hygiene discipline

Other Requirements

✅ Life Sciences or Healthcare IT support experience is strongly preferred

✅ Exposure to clinical environments such as hospitals, labs, or patient care settings

✅ Experience supporting regulated systems where uptime and accuracy are critical

Pay and Benefits

Pay Range Minimum: $38,000 to year

Pay Range Maximum: $62,000 to year

HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

How You’ll Grow

At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.