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Client Services Analyst (RFT 1.0 FTE)

Client Services Analyst (RFT 1.0 FTE)

The Royal Mental Health CentreOttawa, Ontario
30+ days ago
Salary
CA$41.09 hourly
Job description

Duties

  • Provides operational support related to The Royal’s supported technical environment ( Desktop, Network ,Clinical and Administrative)
  • Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.
  • Supports users on the telephone and accessing user’s systems remotely.
  • Records, tracks, and documents all actions taken on customer requests, through to final resolution.
  • Analyzes, triages and schedules problem resolution activities. Re-assigns problems (when required) to the appropriate specialty or vendor support group.
  • Experience with resolving escalated tickets
  • Performs post-resolution follow-ups to help requests.
  • Performs other duties as required.
  • Works in a manner that is in compliance with staff and patient / client safety practices, policies and procedures of the Royal.
  • Ensure a work environment that is conducive to The Royal’s Anti-Racism, Harassment & Discrimination Free Workplace policy
  • Other duties as assigned.

Qualifications :

  • 2 Year College diploma or university degree in the field of computer science with at least six (6) months to one (1) year of experience
  • Working Knowledge of a Microsoft environment (Active Directory) Domains and Group Policy and a good understanding of LAN and WAN environments.
  • Experience with Microsoft Exchange and Outlook
  • Knowledge of computer hardware and software.
  • Working knowledge of desktop and server operating systems.
  • Experience with different wireless technologies.
  • Knowledge of Hospital Operations, an asset.
  • Demonstrated ability and initiative to independently stay abreast of current and emerging information technology trends.
  • Demonstrated skill in problem solving and troubleshooting computer hardware, software and network connectivity.
  • Excellent written and oral communication skills.
  • Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Ability to work independently and as part of a team.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Demonstrated ability to exercise good judgment, discretion and maintain confidentiality.
  • Exceptional customer service oriented.
  • Proven track record of ability to work in confidence across all levels of a highly dynamic organization.
  • Available to work after hours, on-call, in a rotation with other Analysts.
  • Available to work overtime as required.
  • Complete other tasks and duties as requested through IT Management.
  • English level A- is mandatory in oral expression, oral comprehension, reading and writing. Bilingual (French / English) is preferred.

    • Salary Range : $34.78 to $41.09 per hour