Service Desk Agent

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 LEADS in a Caring Environment framework.

Physical Requirements

• Must be available to work flexible hours to accommodate service requirements and support our 24/7/365 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.