Deskside Analyst Ii

6 months ago

Saskatoon, Canada eHealth Saskatchewan Full time

**Who is eHealth Saskatchewan?**

eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.

The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

**About the role**:
The Deskside Analyst II Provides orientation, direction, coaching and mentorship to junior deskside operations staff on troubleshooting solutions and techniques. Coordinates small & mid-sized on-site installations, moves, adds or changes (iMAC services) for deskside related workstations and non-clinical connected peripherals. Coordinates the planning and execution of small & mid-sized projects and refresh strategies as it relates to computer workstations and non-clinical connected peripherals and locally installed eHS supported software.

Work closely with IT Deskside Operations Manager, Team Leads, eHS Tier 3 teams, and Vendors to ensure client needs and satisfaction are met. Creates and maintains accurate and current documentation on all aspects related to the scope of Deskside Operations including, but not limited to:

- Submitting KDOCs, Work Standards and updating asset information as required.
- Assists with reviewing Local ticket queues to ensure response times are met.
- Works with the team lead and manager to develop strategies to resolve service backlogs
- Will be required to participate in 24/7/365 on call services on a rotational basis as per operational requirements.

The position requires the incumbent to be physically fit with the ability to lift and move computers and peripherals between 50 and 65 pounds. Stooping, bending, and crawling under desks may be required on occasion.

Travel within the province is required for this position, you will need to show proof of having a class 5 driver’s license and a reliable vehicle in order to meet requirements for the role.

**To qualify for this position you will have knowledge and/or experience in the following**:

- Advanced Knowledge of Computer hardware : Windows based PC's, and Laptops, iPads, Windows and Android tablets;
- Advanced Knowledge of Operating Systems: Microsoft Windows, Apple iOS, and Android;
- Networked and local printers, scanners and fax machines;
- Knowledge of SCCM;
- Trouble tracking software tool;
- Ability to Mentor and help develop Junior Analysts;
- ITIL or ITSM framework and processes.

The knowledge and skills required for this position would be attained through the completion of a post-secondary degree or diploma in Information Systems Technology supplemented with 3 years of working in a deskside role within an integrated support environment.

**You will be**:

- Analytical, attentive to detail and organized to ensure accuracy and efficiency in your work;
- Proactive, diplomatic and respectful in communicating and building positive work relationships with internal and external stakeholders;
- Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines and successfully complete projects in a changing environment;
- Service oriented, patient, honest, and respectful/tactful;
- Thorough, reliable, disciplined, organized, and strong attention to detail; and
- Creative, logical, and have a strong motivation for continuous improvement and learning.

**Competencies**:

- Customer Service Orientation:_
- Ability to anticipate or determine customer needs by truly listening to them, understanding their business, and communicating with them regularly.
- Communication:_
- Ability to demonstrate the use and value of new t

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