Service Desk Analyst
Vue: 181
Jour de mise à jour: 12-06-2024
Localisation: Regina Saskatchewan
Catégorie: Santé / soins médicaux Informatique
Industrie: Information Technology
Salaire: $28.28 - $34.42 an hour
le contenu du travail
Who is eHealth
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology and citizen services. Our vision is: “Connected healthcare, accessible to everyone, everywhere.” Our mission is: “We collaborate to transform healthcare through the use of information and innovative technology.” eHealth is a dynamic and complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration. Our organization plays an important role in providing IT services to patients, healthcare providers, the Ministry of Health and the Saskatchewan Health Authority. eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.
Service Desk Analyst
We are searching for individuals who have strong customer service skills, technical proficiency along with troubleshooting abilities. This role performs initial triage and problem determination to resolve incidents and requests at first point of contact as well as dispatching to the appropriate Tier 2 technical team(s). Strong interpersonal skills are required for this role as well as attention to detail and adherence to established processes.
As part of a team acting as the single point of contact for eHealth, the successful candidate will provide front line customer support, responsible for resolving technical problems and inquiries via multiple workflows. This will include assisting customers via the eHealth Saskatchewan IT Call Centre and email/online submissions within given time constraints determined by volume and service levels.
The successful candidate will possess exceptional interpersonal, written/verbal communication skills and thrive in a dynamic, technology driven environment. Proven experience in effective communication, problem solving, positive customer service and documentation standards are also required.
- 2 years related experience in a service delivery support environment.
- Current desktop and network operating systems such as Microsoft Windows XP, Windows 7; Commercial software systems including remote support applications.
- Instant Messaging/Jabber; and the more common/typical mobile devices {Apple, Samsung, Blackberry}.
- ITIL or ITSM framework and processes for service delivery, with a focus on incident, service request, CMDB, and change management.
- Service Level attainment process and concepts.
- Experience using incident tracking tools (Ticketing Software).
- Windows Operating Systems, Microsoft Office Suite, and various off the shelf workstation software.
- Printer, imaging hardware, and mobile device experience and/or management; LAN/WAN concepts.
- Virtualization, Active Directory, Identity Management understanding & experience is beneficial.
The knowledge and skills required for this position would be attained through the completion of a Post-Secondary degree, diploma or technical certificate in a computer information technology program, or equivalent combination of education and experience. In addition, you will have 3 years of experience working in a similar role within an integrated support environment. ITIL Foundations v3 / v4 certification is considered an asset.
- Communicate effectively, both written and verbally with customers and team members;
- Provide excellent customer service through strong interpersonal skills and service oriented attitude;
- Manage stress effectively and work in a fast and dynamic work environment;
- Ask relevant questions, troubleshoot problems, diagnose and apply solutions or identify resources required to solve complex issues;
- Prioritize workload and meet critical deadlines and service level agreements in a reactive work environment;
- Effectively work independently and participate as a team member to meet the needs of clients and co-workers;
- Understand when to escalate issues to other team members; and
- Appreciate which information that must remain confidential and comply with privacy and security policy and legislation.
- Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines;
- Very customer service oriented, patient, honest, and respectful (ability to show tact);
- Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated;
- Thorough, reliable, disciplined, organized, and strong attention to detail; and
- Logical and have a strong motivation for continuous improvement and learning.
If this role sounds like the opportunity you have been looking for to showcase your abilities – we’d love to hear from you.
Grade: 07SIT-SGEU
Anticipated Start Date: February 14, 2022
Date limite: 27-07-2024
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