Lou Frangian - Pharmacies

Help Desk Analyst

March 1, 2018 | By | More
  • Full Time
  • Anywhere
  • Posted 3 months ago


Title: Help Desk Analyst
Reports To: Help Desk Team Lead
Term: Full Time
Start Date: Immediate
Salary: Commensurate to position
Work Week: Monday to Friday – 40 hours
Summary The Help Desk Analyst is responsible for timely and effective resolutions to end-user technical and enrolment issues as they relate to all Continovation Services (CSI) Products. 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. Help Desk Analyst is responsible for recording problems/solutions within the help desk calltracking 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 have been a resident of Canada for the last five years. • Candidate needs to be either a landed immigrant or a Canadian Citizen. • Must be eligible for reliability security clearance or already have security clearance • College diploma in Information technology or equivalent work experience • Minimum of 2 years of direct work experience in a help desk support 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 CSI product line.

• 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 product line; electronic filing of documents as required. • Generate or assist in generating special reports to monitor data and distribute to CSI staff as needed. • 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 work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process. • Provide information about CSI products and services, charges and service conditions, and service availability. • 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

Continovation Services offers competitive salary packages, an incredible work environment, and career advancement opportunities.

CSI welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Qualified applicants should contact Viviane Baliki-Allard at vbaliki@continovation.com

We will only reply to qualified candidates. No telephone calls please. The position is based from our headquarters office in Ottawa, ON.


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