Service Desk Agent - Winnipeg, Canada - Shared Health

Shared Health

Verified Company

Winnipeg, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 355633

Position Number:

Posting End Date:
March 20, 2024

City:
Winnipeg

Employer:
Shared Health

Site:
Shared Health - New Port Building-330 Portage Ave

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 highquality customer service delivering 'first line' technical support to endusers 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.

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.

Education (Degree/Diploma/Certificate):

Postsecondary 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 frontline influence on people to work together to achieve a common constructive purpose. Shared Health has adopted the LEADS in a Caring Environment 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 openoffice environment, and able lift and move items of up to approximately 25 pounds.

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.