Service Desk Analyst

Job Title

Clinical Support Service Desk Analyst (L1 – Scope‑Based)

Job Summary

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.

Job Description (Scope‑Aligned)

The Clinical Support Service Desk Analyst supports in‑scope clinical applications, devices, and access services used in patient care environments. The role focuses on intake, triage, coordination, and resolution of incidents and service requests that impact clinicians, nurses, lab staff, and other clinical users.

The analyst ensures all clinical issues are handled with heightened urgency, accuracy, and communication discipline, recognizing the potential impact to patient safety and care delivery. The role follows approved ITSM workflows, clinical escalation protocols, and security requirements, and works closely with resolver teams, command center, and major incident management during high‑impact events.

This role requires accountablity for end‑to‑end ownership of the support experience until resolution or handoff.

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

Core Skills

• 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

Technical / Functional

• Experience supporting clinical or patient‑facing applications and workflows
• Familiarity with access management, authentication, and security‑sensitive requests
• Ability to coordinate across multiple technical teams and locations
• Understanding of escalation models in regulated environments

Preferred Experience

• ✅ 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

HCL 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.