Support Desk Analyst

Perseus Group; Canada; Remote; CAD 40,000 - 55,000; Full time

Job summary

A leading company in healthcare information management is seeking a Support Desk Analyst. The role involves providing remote software support, managing service requests, and ensuring customer satisfaction. Ideal candidates will have a background in IT and strong communication skills.

Qualifications

• Strong interpersonal, written, and verbal communication skills.
• Experience working at a software help desk.

Responsibilities

• Respond to customer service requests providing remote software support.
• Document issue resolution and advise clients on appropriate actions.

Skills

Communication

Analytical skills

Customer service

Multitasking

Education

Post-secondary certificate, diploma, or degree in Computer Science

Tools

HTML

SQL

Job description

Join to apply for the Support Desk Analyst role at Perseus Group, Constellation Software.

GoldCare is a leading provider of healthcare information management software for community, residential, and long-term care organizations. Founded in 1988, GoldCare is a wholly owned subsidiary of Constellation Software Inc. and a division of Gemini Software L.P. Built for long-term care facilities, GoldCare provides comprehensive care and management solutions for single or multi-site aged care providers. It is the solution of choice for 200 residential and community support clients, with 350 sites across Canada, Australia, and New Zealand.

Position Description:

Reporting to the Service Desk Manager, you will work as a member of the GoldCare Services group. In this position, you are responsible for responding to GoldCare customer service requests by providing remote software support and maintenance, identifying client requirements, following through with other staff, implementing and training on GoldCare ancillary modules, and promoting maximum use of GoldCare software. You will also assist with other technical activities as required.

Responsibilities:

• Interact with customers to define problems reported via phone and email.
• Record complete service request details and gather problem-solving information.
• Participate in triage, on-call, and critical call rotations.
• Research and respond to questions using available information resources.
• Document issue resolution and advise clients on appropriate actions.
• Identify issue trends and report to the Service Desk Team.
• Escalate tickets to support managers or development teams as required.
• Stay current with GoldCare system information, changes, and updates.
• Manage a caseload of active support tickets.
• Keep accurate records of communications, time spent, and status for each ticket.
• Communicate regularly with customers on status and progress.
• Maintain accurate daily time reporting records.
• Perform any other responsibilities assigned by the Support Manager.

Qualifications:

• Post-secondary certificate, diploma, or degree in Computer Science, Information Systems, or related industry discipline.
• Strong interpersonal, written, and verbal communication skills.
• Analytical skills and ability to multitask.
• Hands-on experience with Web-based applications.
• Dedication to customer service, with a focus on confidentiality, privacy, and security.
• Strong aptitude for business processes and logic, with an out-of-the-box attitude.
• Ability to escalate issues promptly.
• Ability to perform comfortably in a fast-paced, deadline-oriented environment, collaborating effectively with colleagues and supervisors.
• Self-motivated, quick learner, responsive team player.
• Attention to detail, flexibility, and high organization skills.
• Keen interest in learning business applications and processes.
• Experience working at a software help desk.

Assets:

• Experience with GoldCare (a plus).
• Experience with financial systems such as Payroll, General Ledger, Receivables, or Payables (a plus).
• Experience with health care systems (a plus).
• Knowledge of relational databases (a plus).
• Experience with HTML or SQL (a plus).
• Technical support experience, including database management, Windows administration, containers/dockers (a plus).

Business Unit:

Goldcare

Seniority level:

Entry level

Employment type:

Full-time

Job function:

Information Technology

Industries:

Software Development

Referrals can increase your chances of interviewing at Perseus Group, Constellation Software by 2x.