Clinical Application Support Specialist - Bilingual EN / FR

Clinical Application Support Specialist - Bilingual English / French On behalf of our client in the Consulting Sector, PROCOM is looking for a Clinical Application Support Specialist - Bilingual English / French.

Clinical Application Support Specialist - Bilingual English / French - Job Description

• The Clinical Application Support Specialist - Bilingual English / French will work as part of the Service Desk providing a point of contact to all practices which have recently migrated to our group practice management system
• They are responsible for the ownership, administration of and resolution of incidents, problems and service requests assigned to Clinical Application Support Team
• They use defined, documented and transitioned processes to identify, prioritize, escalate and resolve incidents, problems and service requests
• As part of the role, the Clinical Application Support Specialist - Bilingual English / French will be required to accurately record any communication with customers in the ticket, escalating where required to relevant teams
• The aim of the Clinical Application Support Specialist - Bilingual English / French is to resolve all issues raised by practices in the transition between implementation & BAU when they will be handled by the main service desk team
• Responsible for providing support for all services in line with agreed Service Level Agreements
• Provide a single point of contact for all customers and users of IT
• Processing and coordinating timely responses to tickets and keeping customers appraised of progress to achieve resolution within agreed service levels
• Raise all tickets into the Service Management toolset and liaise with the various teams to ensure that all incidents are resolved within SLA
• Maintain accurate information relating to actions taken, escalation and resolution on all tickets
• Updating and assigning any tickets that cannot be resolved by the Service Desk to the appropriate team
• Take ownership of the customer ticket and see it through to resolution.
• Create a positive impression of the Service Desk by building a rapport with customers, focusing on business needs and delivering best possible customer service
• Communicate customer updates in a clear, positive and professional manner
• Carry out training and induction of new members of the Service Desk team
• Perform trouble shooting and ticket resolution according to standard operating procedures defined
• Work with vendors and third-party suppliers as required
• Play an active role in contributing to and maintain a knowledge base of technical and non-technical documentation used by IT and for self-service
• Maintain and enhance the procedures, training documentation, knowledge base and other supporting documentation to ensure that the Service Desk is as self-sufficient as possible
• Promote use of the self-service portal
• Completion of access management (user connection) requests
• Complete a successful hand over at the end of each shift ensuring that the highest level of customer support is always maintained
• Adhere to all company & IT processes & policies
• Responsible for ensuring consistent execution of processes and improving the understanding for others
• Act as delegated point of escalation for Service Desk for Service Desk Team Lead as and when required.
• Act as the technical escalation point for the Service Desk, taking ownership of complex issues that can’t be resolved within Service Desk
• Working with relevant IT teams and vendors to reach a resolution
• Creating, training out, reviewing, communicating and agreeing knowledgebase articles
• Be proactive in development of a knowledge sharing ethos within the team and the wider business
• Remain up to date with the latest software upgrades, security updates and related information
• Work with the Service Management team to input into service support processes and suggest improvements
• Provide ad-hoc training to Service Desk team members where required, and identify areas of development
• Timely escalation to appropriate point of any major incidents or security breaches
• Providing support remotely and in person for customers
• Prevention of security incidents
• Troubleshooting IT related issues from software to hardware, such as mobile phones, desk phones, laptops, PCs and printers
• Identify and manage trends within the Service Desk environment. Providing solutions where appropriate via the Service Desk Manager or escalate to the Service Desk Manager for guidance and support
• Ability to interpret technical information into a format for non-technical users

Clinical Application Support Specialist - Bilingual English / French - Mandatory Skills

• Fully bilingual English / French
• Mentoring and knowledge transfer
• Proven track record of 2+ years in Service Desk or support function at a second line level
• CCNA, COMPTA+ certification
• ISO9001, ISO20001 and ISO27001 experience
• Attended customer service / soft skills training
• ITIL v3 or v4 foundation certificate
• 2+ years’ experience administering service management toolsets
• Service Desk Institute qualified
• Experience of a Practice Management System (PMS) or within the industry
• Management of estates with multiple operating systems such as MacOS, Linux, MS Windows
• Ability to quickly diagnose and troubleshoot problems on a variety of systems and applications
• Experience of leading the management and coordination of a Service Desk

Clinical Application Support Specialist - Bilingual English / French - Assignment Start Date ASAP 12 months to start Clinical Application Support Specialist - Bilingual English / French - Assignment Location Toronto, ON Work Remotely