Support Analyst

5 months ago

Burnaby, Canada PHSA Full time

**Support Analyst - Tier 1**

***

**What you’ll do**

The Tier 1 Service Support receives and triages calls from clinical users for questions and queries. This role provides customer service and connects them to the appropriate resources or to assists them directly.

**Duties/Accountabilities**:

- Provides support of routine access requests, analysis and troubleshooting, and coordinates the management of problems and issues
- Carries out routine customer access requests from ticketing queue, including prioritized requests by methods such as acknowledging receipt of the request within required time frames, utilizing established communication scripts, checking for completeness of requests and following-up on discrepancies
- Documents work, updates assigned ticket information with client provided information in accordance with departmental procedures.
- Maintains standard team procedures such as updating communication scripts and how to complete routine service requests by conferring with senior staff including technical and noncontract staff.
- Attends team meetings, participates in team discussions, and provides input and feedback on service support procedures.
- Performs other related duties as assigned.

**What you bring**

**Qualifications**:
Education, Training and Experience
- Grade 12, successful completion of recognized courses related to computer operating systems and three (3) years’ recent related experience, or an equivalent combination of education, training, experience.

Skills & Knowledge
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).

**What we bring**

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too - offering health, wellness, development programs to support you - at work and at home.
- Join one of BC’s largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
- Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

**Job Type**:Casual full-time hours (37.5 hours per week)

**Wage**: $28.00 - $33.00/hour. As a casual employee, total earnings includes an additional 12.6% in lieu of benefits and paid time off

**Location: Remote**

**Hours of Work**:Monday - Friday (37.5 hours per week)

**Requisition # **(if available)

**As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.**

**What we do**

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

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