Service Desk Analyst III

Nordic Global

Job Description

What will be your responsibilities?

  • Act as Level 3 support for all end users, own Severity 1 escalation calls, support Epic end-users, physicians and clinicians,

  • Provide Level 3 Support Desk coverage for hardware, software, and networking issues through telephone, voice mail, e-mail, and in-person requests, and ideally resolve tickets on the first call to resolve SLA’s.

  • Ownership of escalation calls for Severity 1 incidents.

  • Interacting directly with Epic (Carepath & ConnectCare) end users to identify issues, knowledge gaps and potential improvements with the use of Epic.

  • Support physicians and clinicians in their use of clinical applications.

  • Develop and maintain a comprehensive Knowledge Base for Service Desk operations through detailed documentation to support and improve overall workflows.

  • Enhance internal processes through technical documentation, help sheets, FAQs, and standard reports for effective user assistance.


  • 3-7 years of experience in an enterprise service desk or IT Related fields, and ideally having prior experience providing Level 3 Support Desk coverage

  • Healthcare background or knowledge on hospital-based applications and systems is essential.

  • Good understanding and hands-on experience in using ServiceNow & EPIC is essential.

  • Bachelor’s degree in computer science, Information Technology, or relevant field of study, or at least equivalent relevant experience

  • Advanced English proficiency - reading, writing and oral communication skills.

  • Basic understanding PC architecture, network topology, and ability to perform database tasks.

  • Analytical and critical thinking ability to diagnose hardware and software problems and determine resolutions using standard methods and procedures.

  • Amenable to work predominantly in the night shift (Eastern Standard Times) with monthly rotating shifts as the team is split into 3 shifts to provide 24/7 support to end-users.

  • CompTIA A+ Certification (preferred)

  • Customer Satisfaction Course Service Desk or Microsoft Certified Desktop Technician Windows OS Training 7 or higher (preferred)

About Nordic Global

Healthcare leaders worldwide trust Nordic as their end-to-end strategic partner in navigating every step of health IT modernization. Our purpose is to help providers and payers harness the power of technology to streamline operations, enhance clinician wellness, improve patient care, and achieve financial sustainability. Nordic provides clients with KLAS-recognized solutions, including strategic advisory, managed services, digital and cloud initiatives, implementation and support, and enterprise resource planning (ERP) services. Nordic laboratory services provide expert resources that enable hospitals and health systems to drive clinical transformation and address today’s ever-changing environment. Clients benefit from our global presence and extensive experience across the top health IT platforms. Our team of over 3,300 professionals brings deep healthcare experience, extensive technical knowledge, insightful strategic vision, and proven operational capabilities.

Location: Makati, Metro Manila, Philippines

Salary: Negotiable salary

Referral Reward: No rewards

Starting: Now

Contract: Full Time

Company Website: Visit

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