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Service Desk Agent

4 months ago

Winnipeg, Canada Shared Health Full time

Position Overview

Digital Health focuses on supporting clinical and business systems as the foundation for leveraging electronic data in the delivery of health-care services.

We have an opportunity for a service desk agent. Reporting to a supervisor, the service desk agent will:

Provide high-quality customer service delivering ‘first line’ technical support to end-users focusing on rapid service restoration and client satisfaction. Perform initial ‘tier 1’assessments and resolve, or assign incidents/service requests to the appropriate support group invoking escalation procedures according to applicable service level agreements. Coordinate service restoration and customer service requests, inform clients on the status and progress, and close incidents after validating resolution with the client. Record and track all incidents, and ensure all asset and configuration management databases are updated with current data. Apply quality incident tracking procedures to highlight client training needs.

Experience

2 years of experience providing telephone customer service using formalized call tracking/work order management software tools (such as Remedy) and ‘first line’ technical support of computer hardware systems, and Microsoft productivity tools (such as Microsoft Office and Active Directory). 1 year of experience working with active directory user and security groups. Working knowledge of and practical experience applying Manitoba’s Personal Health Information Act (PHIA) is preferred.

Education (Degree/Diploma/Certificate)

Post-secondary diploma in in an information technology related program from an accredited educational institution; an equivalent combination of relevant education and experience may be considered. Successful completion of a recognized customer service training course is preferred.

Certification/Licensure/Registration

ITIL V3 Foundations certification is preferred. Additional vendor and industry certifications in specific technologies are assets.

Qualifications and Skills

Demonstrated shared leadership capabilities appropriate to front-line influence on people to work together to achieve a common constructive purpose. Shared Health has adopted the framework.

Physical Requirements

Must be available to work flexible hours to accommodate service requirements and support our 24/7/ client needs across the province across a variety of shifts, able to work safely in a typical computerized office environment, work in a typical open-office environment, and able lift and move items of up to approximately 25 pounds.