Service Desk Analyst

4 weeks ago

St John's, Canada Newfoundland and Labrador Centre for Health Information Full time

**Service Desk Analyst**
**Permanent, Full-time**

Location: Newfoundland and Labrador
Salary Scale: CG-29 ($47,356.80-$52,591.80)
Closing Date: March 2nd, 2023

**About Us**

At the Newfoundland and Labrador Centre for Health Information (the Centre) we provide quality information to health professionals, the public, researchers, and health system decision makers. Through collaboration with the health system, we support the development of data and technical standards, maintain key health databases, carry out analytics and evaluation and support health research. We support the regional health authorities, as well as the patients and communities they serve, in the delivery of information technology (IT) and eHealth services applied in the healthcare system to provide quality care. Our mandate also includes the development and implementation of a confidential and secure provincial electronic health record as well as other provincial clinical information programs, including the change management required to support adoption by end user clinicians.

**About the Role**

We are currently looking for Service Desk Analyst who will be responsible for monitoring workflow and identifying and implementing opportunities for improvement. In this position you will:

- Recommend solutions to provide end users with a secure and stable computing environment, and coordinates implementation of same.
- Assist in the development and provision of IT related in-service training/orientation for end users and technical training for IT staff.
- Provide consultation, advice, and other computer support services to end users.
- Develops, catalogue, and update system and user documentation, oversee desktop/mobile asset management, availability, backups, and security.
- Proactively monitor desktop and mobile hardware/software, industry trends and directions and then assess and report on relevance and positioning required by the organization to address same.
- Consult with external vendors as necessary for resolution of issues.
- Manage escalations, critical incidents, and interdepartmental relationships with a mind toward incident resolution.
- Meet regularly with business units to review open incidents and changes to ensure all items have been escalated appropriately for resolution.
- Research closed incidents for trends of potential problems following defined problem management processes.
- Track requests for reports and ensure they are completed in a timely manner.
- Be available for on-call rotation as required.

**About You**

Your education and experience include:

- Diploma in information technology or a related field
- Minimum of five years experience providing technical customer service and operational support
- Knowledge and experience of Incident, Change and Problem management disciplines - particularly as part of an ITIL environment
- ITIL certifications would be an asset, but not required.

You have the following skills and abilities:

- Strong customer / client service skills.
- Aptitude for learning software quickly and with mínimal instruction.
- Excellent communication and interpersonal skills.
- Ability to work both independently (with mínimal supervision) as well as part of a team.
- Effective time management and organizational skills with the ability to meet deadlines as required.
- Sound analytical skills with the ability identify trends.
- Research problems to find and documents resolutions

Demonstrated equivalencies may be considered.

**Other Information**

We can offer you a respectful and engaging workplace that provides:

- Meaningful work
- Medical and dental benefits
- A defined benefit pension plan
- Flexible work arrangements (flex time; compressed; remote)
- Work-life balance
- A generous paid leave program (six weeks)
- An active social club
- An employee and family assistance program
- An innovative, energetic, and forward-thinking workplace culture

Any offer of employment will be conditional upon completion of required background checks including acceptable professional reference checks, provision of a satisfactory certificate of conduct, confirmation of educational credentials, and validation of legal entitlement to work in Canada, if applicable.

Applicants agree that by providing personal information in response to this ad, they consent to the collection, use and disclosure of personal information required for the purposes of recruitment. Personal information will be used solely for the purpose of recruitment considerations for a period of one year following closing date of this competition, unless otherwise noted by the applicant.

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