Jr. Service Desk Analyst

**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**:
As a Jr. Service Desk Analyst at eHealth Saskatchewan, you will be our expert interface with the customer. You will intercept, triage, and manage complex customer support requests through the entire support and product development lifecycle.

You must have a passion for customer service and you must love helping people. You must have a good communication skills that allow you to work with the customer, and an aptitude for problem solving to understand their problem and be able to communicate that to others.

This role requires shift work including day, evening, weekend shifts and the possibility of on-call shift rotation. To serve Saskatchewan citizens, start/end times ranging between 6:00am - 9:00pm, seven days a week, weekend, standby after-hours rotation to ensure 24/7 operations and support to the citizens of Saskatchewan, the Saskatchewan Health Authority other eHealth partner organizations.

**To qualify for this position you must have knowledge/experience in the following**:

- Completion of university degree or diploma in a Computer Science or related field
- 1 year experience in an IT Help Desk or Customer Service environment
- ITIL Foundations v3 / v4 certification would be an asset
- Related technical experience is an asset
- Excellent verbal and written communication skills
- Strong customer service skills with the desire and ability to exceed customer expectations
- Strong problem solving and analytical skills
- Experience using incident tracking tools (Ticketing Software)

**You will be**:

- Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines;
- Very customer service oriented, patient, honest, and respectful (ability to show tact);
- Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated;
- Thorough, reliable, disciplined, organized, and strong attention to detail; and
- Logical and have a strong motivation for continuous improvement and learning.

**Competencies**:

- Communication_
- Ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner; and
- Ability to prepare clear presentations and speak in public at level appropriate for audience.
- Problem Solving _
- Ability to identify, explore and evaluate options on processes and methodologies in order to develop feasible recommendations;
- Ability to identify and resolve issues that underlies conflicts in order to arrive at a viable solution; and
- Manage complex situations with diplomacy.
- Interpersonal_
- Ability to influence, persuade or convince others in order to discuss a mutually acceptable solution or formal agreement. Ability to deal with multiple stakeholders; and
- Organizational_
- Ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in changing environment.
- Analytical_
- Ability to research, analyze and evaluate diverse information and situations to solve problems, determine alternative courses of action and reach a decision.
- Team Work_
- Ability to work independently and participate as a