Service Desk Analyst
HCLTech, Morrisville, NC, United States
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 accountability 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 requestsAbility 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.
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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 accountability 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 requestsAbility 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.
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