Service Desk Analyst

OverviewAbout Manitoba Blue CrossWe’re a Manitoba-based, not-for-profit, health benefits provider with a vision to be the trusted and essential health and wellness partner for all Manitobans. Every dollar made is reinvested in our infrastructure, our people, and our province with the goal of providing better care for our members, expanding our community impact and broadening our health care knowledge.Why work for us?Manitoba Blue Cross, is aManitobaTop Employer.We are empowered to give back to the community, and we know that caring needs to start in our workplace with our own Manitoba Blue Cross team. We actively foster a culture that focuses on yoursatisfaction, development, diversity, and growth.Culture of CaringWe strive to succeed at reaching our organizational goals, but we always make time to celebrate our successes. Having fun as a group and rewarding our employees for their accomplishments is an essential part of our workplace culture.We want our workforce to reflect the diverse community we serve, and we\'re committed to creating a fair and respectful workplace. We offer a work environment that promotes a healthy work-life balance and support to advance your career that includes:Competitive starting salary.A comprehensive health benefit package.Hybrid work environment, flexible work schedules.Fully equipped onsite fitness center.Casual dress code to promote diversity and inclusivity.Personal and professional development.Are you adriven,dedicated, andenthusiastic individual who wants to work in a friendly and rewarding environment? If so, we are looking for someone like you The following position is open to anyone residing inWinnipeg and surrounding areas with valid work authorization.POSITION SUMMARYThe Service Desk Analyst is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all information in a service management system, uses a knowledge-based tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier 2 and 3 support teams. Troubleshoots basic end user issues on various software applications, hardware, network and telecommunications systems and provides basic desktop support.DUTIES AND RESPONSIBILITIESService DeskProvides front line end-user support to our internal and external clients in a timely manner for both hardware and software issues via telephone, e-mail or web for remote assistance.Manages service tickets from inception to resolution; providing timely and accurate updates in our service management tool.Processes requests according to pre-defined procedures for known issues.Escalates incidents to appropriate service provider (both internal and external).Ensures effective use of time management and organizational skills to balance workload and priorities.Follows ticket management policies, procedures and best practices.Troubleshoots application and desktop level technologies, with a focus on Microsoft desktop O/S and Office products.Provides basic SAP security ID administration in a timely and accurate fashion.Documents all work and creates operational reference documents in our defined libraries for new resolution workflows.Provides excellent customer service by being professional, helpful and patient.Personal Computers:Evaluates, implements and supports suitable PC operating systems/hardware platforms for all areas of the company.Maintains an in-depth knowledge of all Microsoft Desktop operating systems and how to support them in a networked environment.Coordinates hardware maintenance for the installed base of PCs and related products, when not covered by warranty or maintenance contracts.Provides 2nd level support for all desktop operating systems, printer services, hardware platforms and software within the company.Uses desktop management tools to maintain workstation patch levels for a variety of software packages and operating systems.Interacts with suppliers as required, resolving issues/problems that arise with PC hardware or software.Assists with license management of all installed software products.Provisions new user system access and workstations.Maintains an inventory of all telephony, computer and network-related hardware, software and documentation.Performs special assignments and related duties as assigned.QUALIFICATIONS AND SKILLSDedicated to the principles of exceptional service; committed to responding to, anticipating, and addressing customer needs, for both internal and external customers.Completion of a University degree or College diploma in computer science or related program plus a minimum of 2 years of relevant experience. An equivalent combination of education and related experience will be considered.Exceptional organizational skills with ability to manage and prioritize key activities on an ongoing basis.Exceptional interpersonal skills, with a focus on listening and questioning skills.Exceptional written and oral communication skills.Exceptional knowledge of PC architecture, hardware, MS software with the ability to utilize application for support, reporting and documentation.Strong problem solving/analytical ability, with the ability to visualize a problem or situation and think abstractly to solve it.Familiarity with the fundamental principles of ITIL/SLA.Self-motivated individual capable of working under the pressure of deadlines.Demonstrates flexibility and patience when working with customers and staff.Possesses a strong sense of responsibility and accountability, able to work in a team environment as well as independently.Ability to provide technical support in a professional demeanor, previous customer service experience strongly desired.Experience with the following technologies will be considered an asset:Microsoft Office 365 and Intune.Amazon Web Services (AWS) cloud platform.Patch Management tools.Atlassian Jira and Confluence.OTHER REQUIREMENTSAvailability to work rotating on-call shifts which includes evenings, weekends and holidays.Ready to Apply? We are excited to meet youIf you would like to join our team, you are invited to apply by submitting your resume and cover letter by clicking the "Apply" button below byOctober 22, 2025.To learn more visit: https://www2.mb.bluecross.ca/about-us/careersWe thank all applicants for their interest; however only those being considered will be contacted.Manitoba Blue Cross is committed to the principles of diversity, equity & inclusion and to promoting opportunities in hiring for everyone. We want our workforce to reflect the diverse community we serve, and we\'re committed to creating a fair and respectful workplace.Candidates invited to an interview can request an accommodation due to barriers to accessibility, such as visible or invisible, temporary, or permanent barriers. Please advise our Talent Acquisition Team. All requests made are confidential.599 Empress St, Winnipeg, MB R3G 3P3, Canada #J-18808-Ljbffr