Service Desk Analyst
eHealth Saskatchewan
Regina, SK
Service Desk Analysts play an integral role in our chain of care within the province. We are looking 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 or dispatch to the appropriate Tier 2 technical team. Strong interpersonal skills are required for this role as well as attention to detail and adherence to established processes.

Service Desk Analysts are the single point of contact for all IT service requests and provide front line user support for mission critical health care systems. You will be responsible for resolving technical problems and inquiries via multiple workflows, including phone calls and emails, within given time constraints determined by service levels.

This role requires shift work, including a planned day/evening, weekend and on-call shift rotation. To effectively serve our customers, current start and end times range between 6:00 am – 9:00 pm, seven days a week. These hours may be modified as our customer’s business needs change. Our team shares a standby after-hours rotation to ensure 24/7 operations and support to the Saskatchewan Health Authority.

Our IT Service Desk serves as a great foundation and fosters career growth into other areas within eHealth, examples including application development and support, server and network teams, business analysis etc. We have a great work environment and this role provides ample opportunities to understand multiple technologies, environments and the business of healthcare. If you are looking to challenge yourself and showcase your abilities, we would love to hear from you.

What are we looking for?
The successful candidate will possess exceptional interpersonal, written and verbal communication skills and thrive in a dynamic, technology driven environment. Proven experience and skills in effective communication, problem solving, positive customer service and documentation standards are also required.

Some of the IT specific knowledge we are also looking for include:
  • Minimum 1 year IT Technical support experience;
  • ITIL or ITSM framework and processes for service delivery, with a focus on incident, service request, configuration, and change management;
  • LAN/WAN concepts;
  • Windows Operating Systems, Microsoft Office Suite, and various off the shelf workstation software; and
  • Printer, and imaging hardware devices;
  • Service Level attainment process and concepts.
Typically, the knowledge and skills required for this position would be attained through the completion of a post-secondary certificate, diploma or degree program in computer science or relevant Service Desk experience. Other equivalent educational disciplines may be considered.

We are committed to workplace diversity.
Number of Openings: 1
Closing Date: Sep 19, 2019, 5:59:00 AM