Service Desk Agent

Requisition ID : 355633

Position Number :

Posting End Date : Open until filled

City : Winnipeg

Employer : Shared Health

Site : Shared Health - Manitoba

Department / Unit : Business Services (Service Desk)

Job Stream : Non-Clinical

Union : Exempt

Anticipated Start Date : 04 / 26 / 2024

FTE : 1.0

Anticipated Shift : Days, Evenings, Nights, Weekends, Standby coverage as required

Work Arrangement : Hybrid

Daily Hours Worked : 7.75

Annual Base Hours : 2015

Shared Health leads the planning and coordinates the integration of patient- centered clinical and preventive health services across Manitoba.

The organization also delivers some province-wide health services and supports centralized administrative and business functions for Manitoba health organizations.

Position Overview

Digital Health focuses on supporting clinical and business systems as the foundation for leveraging electronic data in the delivery of health-care services.

We have an opportunity for a service desk agent. Reporting to a supervisor, the service desk agent will :

• Provide high-quality customer service delivering first line’ technical support to end-users focusing on rapid service restoration and client satisfaction.
• Perform initial tier 1’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 customer service requests, inform clients on the status and progress, 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

• 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).
• 1 year of experience working with active directory user and security groups.
• Working knowledge of and practical experience applying Manitoba’s Personal Health Information Act (PHIA) is preferred.

Education (Degree / Diploma / Certificate)

• Post-secondary diploma in in an information technology related program from an accredited educational institution; an equivalent combination of relevant education and experience may be considered.
• Successful completion of a recognized customer service training course is preferred.

Certification / Licensure / Registration

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

Qualifications and Skills

Demonstrated shared leadership capabilities appropriate to front-line influence on people to work together to achieve a common constructive purpose.

Shared Health has adopted the framework.

Physical Requirements

Must be available to work flexible hours to accommodate service requirements and support our 24 / 7 / 365 client needs across the province across a variety of shifts, able to work safely in a typical computerized office environment, work in a typical open-office environment, and able lift and move items of up to approximately 25 pounds.

We have a unique ability to work together to make health care better. If you want to make a difference and contribute to supporting the health of your family, friends and neighbours, please apply today.

Interested candidates should select the "Apply" icon below to upload their cover letter, resume and copy of licenses / certification.

This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search), Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment.

The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six (6) months prior to the start of employment.

Please note that an employee is not permitted to hold two or more positions in Shared Health that combine to equal more than 1.0 FTE.

Shared Health values and supports employment equity and workplace diversity and encourages all qualified individuals to apply.

We thank all applicants but only those selected for an interview will be contacted.

We welcome applications from people with disabilities. Accommodations are available upon request during the assessment and selection process.