Bilingual Service Desk Analyst

7 days ago

Burnaby, Canada PHSA Full time
Job ID 2419583_pl355 Date posted 06/21/2024

Vancouver, V5C 6E3

Reporting to the Director, the Service-Desk Analyst provides initial call identification and, tracking and documentation of requests to the Service-desk. Ensures symptoms are clearly differentiated from problem, enabling users to adopt and optimize the use of the system in supporting operations, quality improvement, administrative excellence, and knowledge development. The service desk analyst will be working closely with French speaking clients and would require the candidate to be bilingual in French and English (speaking/reading/writing).

What you’ll do

• Maintains processes for utilization of the system by revising, editing and distributing various user manuals, on-line training, and user reference documentation.

• Responds to results of training needs analysis. Uses educational technology and self-directed learning methods to support planned programs, and provides quick reference or additional supporting user documentation.

• Evaluates effectiveness of training programs, activities and resources through formal and informal channels including on-the-job surveys, verbal-checks, and teach-backs.

• Reviews user communications and notifications to support users for system updates, outages or changes. Responds to systems utilization incidents and problems by providing resolutions (fixes, workarounds, ad-hoc training etc.) via telephone or email, or investigating problems on-site.

• Initiates and tracks resolution of reported incidents through gathering information from users, identifying trends and communicating with technical support staff and management to assist with the resolution of reoccurring problems. If required, escalates issues in a timely manner.

• Prepares reports as requested

• Participates in promoting data accuracy and integrity by entry, instructions and resolution of data mismatch issues.

• Prepares reports as requested for administrative or statistical purposes.

What you bring

Qualifications

A level of education, training, and experience equivalent to a Bachelor’s degree in Nursing, Computer Science, Health Informatics, Health Science, Business or Health Administration and 1 year of experience in health and statistical information in a multi-site environment. Relevant certification such as those provided by Microsoft, Oracle, ITIL, and/or recognized training certification would be an asset. Must be able to communicate proficiently (written and verbally) in both English and French . Broad knowledge of adult education principles, methods and tools. Academic record of developing practical training using adult learning principles. Basic enterprise-level experience in the administration and implementation of applications in a large-scale environment. Excellent interpersonal, oral, and written communication skills with the ability to communicate complex ideas in simple terminology. Ability to understand and clearly relate technical information and principles of operation to other members of the organization. Proven ability to plan and execute complex projects with stringent budgets and timelines.

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). As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

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.

Wage: - - as a casual employee, total earnings include an additional 13% in lieu of benefits and paid vacation. The rate for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan

Location: Vancouver, V5C 6E3

Hours of Work: Monday – Friday hours per week)

Requisition # TOD06212024

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 () 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:

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.

This position is part of PHSA Talent on Demand (ToD) which is our unique in-house recruitment program. ToD connects qualified individuals with diverse job opportunities across PHSA and the other health authorities, creating a gateway for those who wish to achieve their career goals within healthcare. Successful candidates will gain significant health care experience and can transition into long-term, permanent roles within PHSA. For more information, visit or contact .

  • Service Desk Analyst

    1 week ago

    Burnaby, Canada BC Housing Full time

    **Position Summary**: **SERVICE DESK ANALYST** **Job ID: 5330** **FULL-TIME** **Location: Burnaby, BC On-site** - ** Join one of BC’s Top Employers!**: - ** Be part of an exceptional company culture with great employee benefits and a healthy work/life balance!** **BC Housing thanks all applicants for their interest; only those selected for an...

  • Service Desk Analyst

    3 weeks ago

    Burnaby, Canada BC Housing Full time

    **Position Summary**: **SERVICE DESK ANALYST** **Job ID: 5685** **REGULAR/FULL-TIME** **Location: BURNABY, BC** - ** Join one of BC’s Top Employers!**: - ** Be part of an exceptional company culture with great employee benefits and a healthy work/life balance!** **BC Housing thanks all applicants for their interest; only those selected for an...

  • Service Desk Analyst

    4 weeks ago

    Burnaby, Canada BC Housing Full time

    **Position Summary**: **SERVICE DESK ANALYST** **Job ID: 5426** **SHORT-TERM /FULL-TIME (6 MONTHS)** **LOCATION: BURNABY, BC ON-SITE** - ** Join one of BC’s Top Employers!**: - ** Be part of an exceptional company culture with great employee benefits and a healthy work/life balance!** **BC Housing thanks all applicants for their interest; only those...

  • Service Desk Analyst

    7 days ago

    Burnaby, Canada BC Housing Full time

    POSITION SUMMARY Reporting to the Manager, Service Delivery, the Service Desk Analyst provides level-one technical support on the IT Service Desk. He/she/they serve as the first point of contact for clients seeking technical assistance over the phone or via BC Housing (BCH) ticketing system. The position performs onsite and remote support and...

  • Service Desk Analyst

    2 weeks ago

    Burnaby, British Columbia, Canada Simon Fraser University Full time

    Union/Affiliation:Administrative and Professional Staff (APSA) Pay range:$60,405 to $72,137 annually SFU Department Descr:IT Services - Service Desk Position Grade:7- # of openings:1 Biweekly Hours:72Who We AreServing students, staff, faculty and our wider community across all three campuses, the VPFA (Vice President Finance and Administration) leads and...

  • Service Desk Lead Systems Analyst

    3 weeks ago

    Burnaby, Canada British Columbia Institute of Technology (BCIT) Full time

    BCIT’s **Information Technology Services** department is seeking a **regular, full-time (1.0 **FTE**) Service Desk Lead Systems Analyst (**LSA**)** to function as part of our Service Desk team. We have one regular, permanent full-time position available. IT Services is a dynamic environment with a passion for service to our students, faculty, and staff....

  • IT Service Desk Analyst

    2 months ago

    Burnaby, Canada Refrigerative Supply Limited Full time

    Scopeof the position You are a self-motivatedachiever who gains satisfaction from providing excellent customer service andthrives in a high-paced team environment. This role includes handling servicerequests, incident management and administrative duties. You are excited about working in a high-pacedenvironment that provides multiple opportunities to...

  • IT Service Desk Analyst

    4 weeks ago

    Burnaby, Canada Refrigerative Supply Limited Full time

    Scopeof the position You are a self-motivatedachiever who gains satisfaction from providing excellent customer service andthrives in a high-paced team environment. This role includes handling servicerequests, incident management and administrative duties. You are excited about working in a high-pacedenvironment that provides multiple opportunities to...

  • Clinical Service Desk Analyst

    2 weeks ago

    Burnaby, British Columbia, Canada NTT DATA Full time

    Req ID: 68281This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to beWe are currently seeking aClinical Service Desk Analyst - AUXILIARY to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).Purpose of...

  • Front Desk Agent

    2 weeks ago

    Burnaby, Canada Coast Hotels Full time

    Overview: **Duties**: - Greet guests in a friendly and professional manner - Check guests in and out efficiently - Answer phone calls and direct inquiries to the appropriate department - Assist guests with inquiries and provide information about hotel services - Handle guest requests promptly and courteously - Process reservations and cancellations...

  • Clinical Service Desk Analyst

    4 weeks ago

    Burnaby, Canada NTT DATA Full time

    **Req ID**: 68281 This position is with NTT DATA BCU, Inc. and is part of the BCGE Union. NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be We are currently seeking a **Clinical Service Desk Analyst - AUXILIARY **to join our team in Vancouver, British Columbia (CA-BC), Canada...

  • Isl 21r

    1 week ago

    Burnaby, Canada BC Public Service Full time

    Posting Title- ISL 21R - Technical Analyst II- Position Classification- Information Systems R21- Union- GEU- Work Options- Location- Burnaby, BC V3J 1N3 CA (Primary)- Salary Range- $69,760.70 - $79,322.69 per annum- Close Date- 7/8/2024- Job Type- Temporary (Auxiliary)- Temporary End Date- 7/31/2025- Ministry/Organization- BC Public Service -> Public Safety...

  • Clinical Service Desk Analyst

    2 weeks ago

    Burnaby, Canada NTT DATA Full time

    **Req ID**: 68161 This position is with NTT DATA BCU, Inc. and is part of the BCGE Union. NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be We are currently seeking a Clinical Service Desk Analyst - Full time to join our team in Vancouver, British Columbia (CA-BC), Canada...

  • Band 4 - Director, Business Service Desk & Product

    3 weeks ago

    Burnaby, Canada BC Public Service Full time

    Posting Title- BAND 4 - Director, Business Service Desk & Product Transition- Position Classification- Band 4- Union- N/A- Work Options- Hybrid- Location- Burnaby, BC V3J 1N3 CA - Campbell River, BC V9W 6Y7 CA - Chilliwack, BC V4Z 1A7 CA - Fort Nelson, BC V0C 1R0 CA - Kamloops, BC V2H 1B7 CA - Kelowna, BC V1Z 2S9 CA - Multiple Locations, BC CA (Primary) -...

  • Service Desk Technician

    2 weeks ago

    Burnaby, British Columbia, Canada NTT DATA Full time

    Req ID: 68259This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to beWe are currently seeking a Service Desk Technician - FULL TIME REGULAR to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).Purpose of...

  • Order Desk/customer Service

    3 weeks ago

    Burnaby, Canada PBF Pita Bread Factory Full time

    **About the Company** PBF Pita Bread Factory specializes in the development and manufacturing of conventional and organic ethnic baked goods including Pita, Tortillas, Bagels, Naan, Pies, Cookies, & Pizza Pretzels. PBF offers branded, private label, and co-packing services to Canadian and US customers. We are currently looking for a Order Desk/Customer...

  • Service Desk Technician

    4 weeks ago

    Burnaby, Canada Simon Fraser University Full time

    Union/Affiliation: **C.U.P.E. Local 3338** - Pay range: **$25.44 hourly plus 14% in lieu of benefits** - SFU Department Descr: **IT Services - Service Desk** - Position Grade: **5** - # of openings: **12** - Biweekly Hours: **varies** **Who We Are** - We are Canada’s engaged university, defined by our dynamic integration of innovative education,...

  • Manager, Operations and Desk Services

    2 weeks ago

    Burnaby, Canada Simon Fraser University Full time

    Union/Affiliation: **Administrative and Professional Staff (APSA)** - Pay range: **$77,557 to $92,512 annually** - SFU Department Descr: **Student Services - Residences** - Position Grade: **9** - # of openings: **1** - Biweekly Hours: **72** **Who We Are** Residence and Housing is an integral part of SFU’s academic and educational programs and services....

  • Desktop Support Analyst

    2 weeks ago

    Burnaby, Canada Houle Electric Limited Full time

    **About the position**: Currently, we are looking for an eager **Desktop Support Analyst** for our Corporate IT team, based in Burnaby. The Desktop Support Analyst is a key member of the HelpDesk team, the first point of contact for employees when they are looking for IT support. **Desktop Support Analyst Duties and Responsibilities**: - Manage Help Desk...

  • Network Analyst, Wifi, Technology Services

    4 weeks ago

    Burnaby, Canada PHSA Full time

    **Network Analyst, WIFI, Technology Services** BC Clinical & Support Services Burnaby, BC In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is...