Client Services Analyst

7 days ago

Ottawa, Canada The Royal Ottawa Mental Health Centre Full time

**Position Information**

**Posting Number**:

- ROM23-302E**Title**:

- Client Services Analyst (RFT 1.0 FTE)**Position Status**:

- Regular Full-time**FTE**:

- 1**Job Schedule**:

- Days**Department**:

- Information Technology**Union**:

- Non-union**Site**:

- Royal Ottawa Mental Health Centre**About The Royal**
- As one of Canada’s foremost mental health care and academic health science centres, The Royal has a clear purpose: to get more people living with mental illness into recovery faster. This is at the core of everything we do and it is driven by the passion, focus and dedication of our employees. Every day, the work that we do transforms the lives of people with mental illness through specialized mental healthcare, advocacy, research and education_._

The Client Services Analyst’s role based in Ottawa to provide support for The Royal’s user community. This includes receiving, prioritizing, documenting, and actively resolving end user issues and requests. Problem resolution may involve the use of diagnostic and help request tracking tools. That position will provide technical support to the entire organization remotely or in person including managing Active Directory Accounts.

**Duties**:

- Provides operational support related to The Royal’s supported technical environment ( Desktop, Network, Clinical and Administrative)
- Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.
- Supports users on the telephone and accessing user’s systems remotely.
- Records, tracks, and documents all actions taken on customer requests, through to final resolution.
- Analyzes, triages and schedules problem resolution activities. Re-assigns problems (when required) to the appropriate specialty or vendor support group.
- Experience with resolving escalated tickets
- Performs post-resolution follow-ups to help requests.
- Performs other duties as required.
- Works in a manner that is in compliance with staff and client safety practices, policies and procedures of the Royal.
- Ensures a work environment that is conducive to The Royal’s Anti-Racism, Harassment & Discrimination Free Workplace Policy.
- Other duties as assigned.

**Qualifications**:

- 2 Year College diploma or university degree in the field of computer science with at least six (6) months to one (1) year of experience
- Working Knowledge of a Microsoft environment (Active Directory) Domains and Group Policy and a good understanding of LAN and WAN environments.
- Experience with Microsoft Exchange and Outlook
- Knowledge of computer hardware and software.
- Working knowledge of desktop and server operating systems.
- Experience with different wireless technologies.
- Knowledge of Hospital Operations, an asset.
- Demonstrated ability and initiative to independently stay abreast of current and emerging information technology trends.
- Demonstrated skill in problem solving and troubleshooting computer hardware, software and network connectivity.
- Excellent written and oral communication skills.
- Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Ability to work independently and as part of a team.
- Highly self-motivated and directed.
- Keen attention to detail.
- Demonstrated ability to exercise good judgment, discretion and maintain confidentiality.
- Exceptional customer service oriented.
- Proven track record of ability to work in confidence across all levels of a highly dynamic organization.
- Available to work after hours, on-call, in a rotation with other Analysts.
- Available to work overtime as required.
- Complete other tasks and duties as requested through IT Management.
- English level A- is mandatory in oral expression, oral comprehension, reading and writing. Bilingual (French/English) is considered an asset.

**Additional Information**
- All applicants must provide a recent resume that clearly indicate that they meet the required qualifications.
- The Royal sincerely thanks all applicants for their interest in a career with us; however, only those applicants selected for an interview will be contacted.
- All new hires will be required to obtain a clear and valid Criminal Record or Vulnerable Sector Records Check as a pre-condition of employment.
- The Royal is an equal opportunity employer. Upon request, accommodations due to a disability are available throughout the recruitment process.

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