Service Desk Analyst Job at eHealth Saskatchewan
Who is eHealth Saskatchewan?
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” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.
A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.
The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.
About the role:
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.
An eligibility list will be established and maintained for future temporary and/or permanent opportunities. This term will be throughout a 2 year duration to meet operational needs.
• 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.
The knowledge and skills required for this position would be attained through the completion of a Post-Secondary degree, diploma in a computer information technology program, or equivalent combination of education and experience. In addition, you will have 2 years of experience working in a similar role within an integrated support environment.
• 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.
Competencies:
• ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner; and
- ability to prepare clear presentations and speak in public at level appropriate for audience.
• ability to identify, explore and evaluate options on processes and methodologies in order to develop feasible recommendations;
- ability to identify and resolve issues that underlies conflicts in order to arrive at a viable solution; and
- manage complex situations with diplomacy.
• ability to influence, persuade or convince others in order to discuss a mutually acceptable solution or formal agreement. Ability to deal with multiple stakeholders; and
- ability to build cooperative working relationships with coworkers and clients to ensure credibility and confidence in services provided as well to build capacity in client’s knowledge and ability to use and apply services.
Organizational
• ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in changing environment.
Analytical
• ability to research, analyze and evaluate diverse information and situations to solve problems, determine alternative courses of action and reach a decision.
Team Work
• ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships.
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: May, 2023
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