About eHealth
As leaders in digital health innovation, we transform health care through connected health systems and advancing technology. With over 800 employees across 20 communities, we support IT infrastructure in 433 healthcare locations, ensuring seamless information-sharing and timely, effective patient care. We value a culture of strategic collaborating, trust and open dialogue. Our goal is to make Saskatchewan a leader and catalyst in digital health transformation, reshaping health care for the future. Help us put Saskatchewan at the forefront of digital health innovation.
About the role
The Service Desk Analyst is responsible for providing front-line technical support in a 24/7 Service Desk environment. This role performs initial triage and problem determination to resolve incidents and service requests at first point of contact, as well as escalating issues to the appropriate teams. Strong interpersonal and communication skills, attention to detail, and adherence to established processes are essential in this role to effectively support healthcare partners across Saskatchewan.
What You’ll Do
Reporting to the Manager, Service Desk delivery, you will:
- Provide front-line technical support and customer service for IT incidents and service requests
- Perform initial triage, troubleshooting, and problem determination
- Troubleshoot workstation, network printer, application account, and clinical application issues
- Support teams during Major and Critical incidents (e.g., network outages)
- Escalate or dispatch incidents to appropriate Tier 2 technical teams
- Document incidents and service requests in accordance with established standards
- Contribute to the creation and maintenance of Knowledge Base articles
What You’ll Bring to the Team:
- Completion of a post-secondary degree or diploma in computer information technology, or an equivalent combination of education and experience.
- Minimum of 2 years' experience in a similar role within an integrated support environment.
- Proficiency with current desktop and network operating systems, including Microsoft Windows 11 and commercial remote support applications.
- Familiarity with collaboration tools such as Jabber, WebEx, and Microsoft Teams.
- Working knowledge of Apple and Android mobile devices.
- Understanding of ITIL or ITSM frameworks, with hands-on experience in incident management, service requests, CMDB, and change management processes.
- Awareness of service level attainment concepts and practices.
- Experience using incident tracking and ticketing software.
- Strong skills in M365 Online Tools, Microsoft Office Suite, and various off-the-shelf workstation applications.
- Knowledge of printer and imaging hardware, as well as LAN/WAN networking concepts.
- Experience with virtualization technologies, Active Directory, and identity management systems.
Competencies:
Communication: Ability to effectively communicate technical and non-technical information to diverse audiences verbally and in writing.
Problem Solving: Ability to identify issues, evaluate options, and resolve complex technical problems in a timely and effective manner.
Interpersonal: Ability to build positive working relationships with coworkers, clients, and stakeholders to enhance service delivery and trust.
Organizational: Ability to prioritize and organize workload to meet service targets and deadlines in a quickly changing environment.
Analytical: Ability to research, analyze, and evaluate information to support decision-making and recommend solutions.
Teamwork: Ability to work effectively both independently and as part of a team to achieve organizational goals.
As one of Saskatchewan’s Top Employers this is Why You’ll Love Working Here:
- Career paths and opportunities for advancement
- Health, dental, and pension benefits
- Maternity and parental leave top-up payments
- Earned days off
- Annual pay increases
- Work that truly matters to the people of Saskatchewan
Ready to make a real impact in healthcare technology? Join us and help shape the future of care—apply today!
We value diversity of all kinds and encourage applications from people of all backgrounds, identities, and experiences. Even if you don’t meet every single requirement, we’d still love to hear from you.
Grade: SIT 07
Anticipated Start Date: July 2026
Location: Regina/Saskatoon, SK (On-Site).
