Service Desk Analyst

Medavie•St. John's, PE

3d•Onsite

About The Position

As the provider of emergency medical services and medical communications operations across Newfoundland and Labrador, Medavie Health NL (MHNL) is proud to offer career opportunities for professionals who share our strong commitment to delivering healthcare to communities throughout Newfoundland and Labrador. As part of our Service Desk team, the Service Desk Analyst will provide first level technical support to internal and external staff through inbound calls and portal and self-service tickets using a priority-based ticketing system solving both routine and complex technical issues. You will work in a supportive environment with one-on-one training and extensive opportunities to develop your future career goals. You will enjoy a healthy work-life balance with schedules based on rotating shifts, Monday to Friday between the hours of 7:30am and 6:00pm Atlantic, with a rotating 24/7 on-call schedule for after-hours support.

Requirements

Post-secondary education in a computer technology related program, or equivalent experience.
One to three years’ experience in a customer service environment in a technical support role.
The ability to work independently.
Strong written and spoken communication skills and troubleshooting/problem-solving ability.
Bilingual (English & French) is required.
Reliability Status Clearance (Enhanced Level B), including Fingerprinting, Criminal Record Check, Credit Check.
Must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Nice To Haves

Experience providing technical support would be an asset.
Familiarity with Active Directory, Powershell, Windows 10 policies and administration, and Cherwell (or an equivalent IT Service Management system) would be an asset.

Responsibilities

Communicating with customers via an inbound phone queue and self-service ticketing system, and performing follow-ups via phone, chat, and email.
Logging, triaging, troubleshooting, and resolving technical incidents and service requests in our service management system.
Escalating unresolved incidents and requests to next level support.
Installation and configuration of desktop software.
Basic security functions (password resets, multi-factor authentication administration, identification and reporting of potential cybersecurity events).
Research and document resolutions in an online IT knowledge database, as well as contributing to the creation and maintenance of end-user documentation.