Service Desk Analyst I

What makes us a different kind of employer?

 

As a national health solutions partner, Medavie is committed to improving the wellbeing of Canadians — and in our digital-first culture, technology is key to providing the products, services and solutions that increase access to care and improve health outcomes.

 

Our technology team is the backbone of our organization with over 500 employees and growing. We are constantly creating, testing, and learning to enable personalized, digital experiences in all we do.

 

When you join us, you’ll be part of an in-house, innovation led team focused on cutting edge digital health solutions that help provide the best care possible, when and where it’s needed.

 

Job Title: Service Desk Analyst I Department: IT Competition: 87221 Internal/External: Both Employment Type: Full Time Permanent Location: Atlantic Canada, Ontario - Remote Salary: Competitive Compensation + Benefits Reports To: Team Leader    

 

Position Summary

 

As part of our Service Desk team you will provide bilingual, 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.

 

Key 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;
• Participate in a rotating 24/7 on-call technical support rotation;

 

What’s in it for you?

What makes us a different kind of employer? Our award-winning culture, a team who really cares, unmatched training and support are all dedicated to ensuring you are set up for success.  

 

What we offer:

•    Permanent full-time position with opportunity to grow in a well-established organization 
•    Flexible work arrangements and emphasis on work-life balance  •    Remote and hybrid work options
•    Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day
•    100% employer-matched Defined Contribution Pension Plan
•    Annual Incentive Bonus which recognizes your contribution to our success
•    In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program     
•    An organization where we encourage personal learning and growth with opportunities for career development and advancement
•    Emphasis on work life balance, providing wellness benefits, health resources and fitness center discounts

 

Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B) prior to your start date.  This includes; Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

 

Required Qualifications

 

Education:  Applicants must possess a post-secondary education in a computer technology related program, or equivalent experience.

Work Experience:  1-3 years’ experience in a customer service environment in a technical support role; experience providing technical support would be an asset.

Other Qualifications:  The ability to work independently; strong written and spoken communication skills and troubleshooting/problem-solving ability.

Technical Skills: Familiarity with Active Directory, Powershell, Windows 10 policies and administration, and Cherwell (or an equivalent IT Service Management system) would be an asset.

Language Skills: Professional level written and spoken bilingualis