Service Desk Agent
WRHA Corporate
Winnipeg, MB
Requisition ID: 18085

Position Number: 20028989 and 20015399

Posting End Date: Open until filled

City: Winnipeg

Site: WRHA Corporate

Work Location: Air Canada Building. 300-355 Portage Ave.

Department / Unit: MB eHealth Service Desk 2

Job Stream: Non-Clinical

Union: EXEMPT-OT

Anticipated Start Date: ASAP

FTE: Casual

Anticipated Shift: Days; Evenings; Nights; Weekends

Annual Base Hours: 2015

Grow your career in the Winnipeg Health Region! Our team provides a spectrum of health care services through an integrated network of sites, services and organizations. We’re united by a shared commitment to excellent and equitable health care.

Position Overview

Manitoba eHealth (www.manitoba-ehealth.ca) provides the right information at the right time to the right people in the right place. We provide technology that enables health-care providers to deliver safe, high-quality services; patients and families to access the information they need to maintain their health; and health-system managers to provide improved, sustainable access to health-care services throughout Manitoba. We are passionate about our work and those we support. We value new ideas and diverse perspectives, and encourage innovative thinking. We take our work seriously and we have fun. With you, we will help make health care better. If you want to make a difference and contribute to supporting the health of your family, friends and neighbours through digital health, please apply today.

We have an opportunity for an Service Desk Agent who will report to a supervisor to:

Provide high-quality customer service delivering ‘first line’ technical support to end-users focusing on rapid service restoration and client satisfaction
Perform initial assessments and resolve, or assign incidents/service requests to the appropriate support group invoking escalation procedures according to applicable service level agreements
Coordinate service restoration and requests, inform clients on the status and progress of service restoration, and close incidents after validating resolution with the client
Record and track all incidents, and ensure all asset and configuration management databases are updated with current data
Apply quality incident tracking procedures to highlight client training needs
Experience

You have 2 years of experience providing telephone customer service using formalized call tracking/work order management software tools (such as Remedy) and ‘first line’ technical support of computer hardware systems, and Microsoft productivity tools (such as Microsoft Office and Active Directory)
You have 1 year of experience working with Active Directory User and Security Groups
Education (Degree/Diploma/Certificate)

You have a postsecondary diploma in an information technology related program from an accredited postsecondary educational institution; an equivalent combination of education and experience may be considered.
Successful completion of a recognized customer service training course is preferred
Working knowledge of and practical experience applying Manitoba’s Personal Health Information Act (PHIA) is preferred
Certification/Licensure/Registration

ITIL V3 Foundations certification is preferred
Additional vendor and industry certifications in specific technologies are assets
Qualifications and Skills

You demonstrate the LEADS in a Caring Environment leadership capabilities at the developmental level including: Lead self, Engage others, Achieve results, Develop coalitions, and Systems transformation
Physical Requirements

Some important requirements of this job include:
working flexible hours to accommodate the service requirements client organizations and support our 24/7/365, province-wide client needs through a variety of shifts, and overtime as required
working safely in a typical office environment including lift and move items of up to approximately 25 pounds
a valid Manitoba driver’s license and use of your personal motor vehicle for occasional travel within urban areas within the province.

This position is subject to a Criminal Record Check, including Vulnerable Sector Search, an Adult Abuse Registry Check and a Child Abuse Registry Check. The successful candidate will be responsible for any service charges incurred.

Please note that an employee is not permitted to hold two or more positions across the WRHA legal entity that combine to equal more than 1.0 EFT. The WRHA legal entity includes Churchill Health Centre, Deer Lodge Centre, Grace Hospital, Health Sciences Centre, Middlechurch Home of Winnipeg, Pan Am Clinic, River Park Gardens, Victoria General Hospital, WRHA corporate programs, and WRHA community health services.

Interviewed candidates may be called upon to participate in a skills assessment.

Any application received after the closing time will not be included in the competition.