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IT Customer Support I
1 month ago
Alberta Health Services (AHS) is the largest health-care provider in Canada, responsible for the delivery of health care to more than 4.4 million Albertans. Working at AHS is about making a difference. The Information Technology team touches almost every aspect of AHS providing the technical expertise and support for computers, computerization, electronic communications, software, security, and information systems to improve the patient care processes and the operation and management of the organization. The Customer Support I service desk analyst is responsible for providing tier 1 technical support over the phone. The Service Desk provides support to AHS customers and affiliates 24/7 365 days a year. Where the problem cannot be resolved by this position, the incumbent will escalate the issue to more senior staff or a specialized technical team for resolution. This position provides support to shifts where needed which can include days, evenings, nights, weekends and holidays. This is a casual relief position. Responsibilities: Respond to customer requests for assistance and perform initial troubleshooting. Identify a solution based on available information and take corrective action or provide information to reach a resolution. Provide “how to” information or instruction to customers. Create and update support tickets. Providing feedback and input on service desk documentation and processes. Complete installation and configuration of software.
As an IT Customer Support I, you will provide the first level of technical support for clinical and non-clinical staff and departments. Your typical duties include receiving and handling initial helpdesk requests for IT support; responding to common requests for support as well as participating in the set up and maintenance of computer software, hardware and systems.
Completion of certificate in Computer Support or equivalent.
Successful completion of a degree or diploma in relevant field from a recognized institution. 2-3 years of experience working in a support desk environment that deals with calls from a varied user base. A sound knowledge of PC software, including Microsoft Office 2016 and o365, Windows 10, MS Teams, Active Directory, Citrix and PC configurations. Proficient troubleshooting VPN technologies. Required: A customer service focus and strong communication skills are essential. Sound problem-solving and decision making abilities. Proficient keyboarding skills.
A+ or similar certification preferred. Experience with Service Now or other relevant ticketing systems. Experience with Call Centre phone systems - Genesys. ITIL Foundation. Previous health care experience.
