Summary

The Continovation Services Inc (CSI) Help Desk Analyst is responsible for timely and effective resolutions to end-user technical and enrolment issues as they relate to all CDA Practice Support Services. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and the conducting end-user training where necessary and cross selling when the opportunity arises. The CSI Help Desk Analyst is responsible for recording problems/solutions within the help desk call-tracking system as well as performing other tasks as required, to ensure smooth and accurate processing of client information.

Requirements

• Bilingual imperative (English & French) – comparable to government BBB
• Candidate needs to be either a permanent resident or a Canadian Citizen.
• College diploma in Information technology or equivalent work experience
• Minimum of 2 years of direct work experience in a Customer Service/Help Desk capacity.
• Ability to diagnose problems, and provide support for a wide range of applications.
• Experience with maintaining records in a database
• Ability to quickly analyze issues and determine best course of action using available resources.
• Sound judgment to escalate issues to senior members within the help desk Department.
• Excellent written, oral, and telephone communication skills.
• Exceptional multi-tasking abilities and prioritization skills.
• Strong customer service skills.
• Team player able to work under pressure.

Job Duties

• Respond to customer service calls in a courteous and professional manner.
• Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, and so on related to the CDA Practice Support Services.
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
• Activate new users by coordinating information between health care provider offices, insurance carriers, network service providers and CSI staff.
• Perform administrative duties related to the distribution of all information related to the CSI Operations.
• Provide back up and support to other positions within CSI Operations.
• Recognize and escalate deeper and more complex issues to Tier 2 Help Desk Analyst
• Assist PC and network technicians by troubleshooting software, hardware, and network issues.
• Accurately log help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process.
• Always maintain a high degree of professionalism, courteousness, and friendliness.

Working Conditions

• Manual dexterity required to operate telephone, computer and peripherals.
• Repetitive work.

Core Competencies

• Customer Focus
• Communication
• Energy & Stress
• Time Management
• Team Work
• Quality Orientation
• Problem Solving
• Accountability and Dependability
• Ethics and Integrity