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.
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
Other Requirements
Life Sciences or Healthcare IT support experience is strongly preferredExposure to clinical environments such as hospitals, labs, or patient care settings