Service Desk Analyst

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

Division:
iatricSystems™, an independent business unit of Harris Healthcare, is a team of Information Technology and Healthcare specialists dedicated to improving the delivery of care through technology. We do so with our proven capabilities in patient privacy, analytics, EHR optimization, interoperability and customized EHR learning solutions.

iatricSystems is a healthcare technology solutions company specializing in healthcare IT, EHR integrations, interoperability, patient privacy, analytics, and managed services. The organization supports hospitals and healthcare systems through innovative technology solutions that enhance operational efficiency, patient care, and healthcare data management.

Division Link: www.iatric.com

Position Summary:

We are seeking a proactive and customer-focused Service Desk Analyst to join our support operations team. The ideal candidate will serve as the first point of contact for users requiring technical assistance related to healthcare IT applications, EHR systems, integrations, and general IT support services.

The Service Desk Analyst will be responsible for troubleshooting technical issues, documenting incidents, escalating complex problems, and ensuring timely resolution while delivering an exceptional customer support experience. This role requires strong communication skills, analytical thinking, and the ability to work in a fast-paced healthcare technology environment.

Primary Functions:

• The Service Center Analyst (SCA) position works for the iatricSystems Service Center and is part of the Service Desk & Technical Management (Service Support Operations Center) functions, which provide the primary point of contact for our customers. Those contacts are categorized as Incident, Problem, Event Management, and Service Fulfillment initiation.
• The SCA creates/updates the contact identification (type), creation and logging, categorization, prioritization, diagnosis, resolution for the resulting Service Center ticket (iTask); or if required, escalation to the next level of support or closes the iTask as appropriate.

Key Responsibilities:

• Serve as the primary point of contact for incoming support requests via phone, email, ticketing systems, and chat platforms.
• Log, categorize, prioritize, and track incidents and service requests within the ticket management system.
• Provide first-level troubleshooting and technical support for:
  • Healthcare applications
  • EHR/EMR systems
  • Interfaces and integrations
  • User access issues
  • Network and connectivity concerns
  • Microsoft Office and business applications
• Perform initial diagnosis and resolution of technical issues while adhering to defined SLAs.
• Escalate unresolved or complex incidents to Level 2 support teams as required.
• Follow standard operating procedures and knowledge base documentation for issue resolution.
• Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions.
• Support user onboarding activities including account setup, password resets, and access provisioning.
• Coordinate with internal teams to ensure timely communication and issue resolution.
• Monitor recurring incidents and proactively identify trends or areas for improvement.
• Ensure high levels of customer satisfaction through professional communication and timely follow-ups.
• Participate in shift rotations, weekend coverage, or on-call support when required.

Required Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related fie.
• Minimum 3 to 5 years of experience with Service Desk & Technical Management Support/Operations team.
• Ability to work with minimal supervision.
• 24/7/365 Service Center Support personnel
• SQL experience would be a plus.
• Occasionally cover other shifts due to customer or co-worker events.
• Ability to take ownership and responsibility for work assigned a desire for continual improvement
• A high level of proficiency with the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) Additional Qualifications:
• Solid verbal and written communication skills are essential in a business environment. Courteous and respectful communication is required to maintain effective business relationships with all staff and customers.
• Excellent customer service skills to listen intently, diagnose issues, and apply resolution efficiently.
• Task-oriented with accuracy and a high sense of urgency to complete responsibilities
• Self-motivated and able to work on individual initiatives, plus within a virtual team setting displaying accountability and reliability to build trust. Multitasking in a stressful environment is required.
• The ability to effectively problem-solve to determine the resolution needed efficiently.
• Basic technical understanding, coupled with the ability to learn and provide support for ongoing new product development, changes to existing products, and hardware/infrastructure dependencies for those products.
• Ability to perform triage of critical/high tasks and escalate appropriately based on training, policies, and procedures.
• Ability to document issues clearly, accurately and in a concise manner Soft Skills:
• Excellent communication skills.
• Attention to detail and a problem-solver mentality.
• Familiarity with healthcare IT environments, EHR/EMR systems, or interoperability concepts is considered a strong advantage.

Preferred Skills:

• Experience with Jira, ServiceNow, Zendesk, or similar ticketing platforms.
• Familiarity with healthcare compliance and data privacy practices.
• Understanding of SQL basics or healthcare reporting tools is a plus.
• Outstanding verbal / written communication and presentation skills

• Works well in a team environment and is a self-starter

Core Competencies:

• Customer Service Excellence
• Technical Troubleshooting
• Incident Management
• Communication & Collaboration
• Attention to Detail
• Time Management
• Adaptability & Learning Agility

Work Shift:

• Tuesday-Saturday: 3 PM - 12 AM Eastern Standard Time (Sunday/Monday Offs)
• 12 AM to 9:00 PM Pakistan Standard Time

Exciting Benefits we offer:

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.