Help Desk Analyst

  • Company:
    Continovation Service Inc
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    3 hours ago
  • Category:

Job Description


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.


  • 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