Service Desk Agent 378177
Service Desk Agent 378177
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Job Description
Requisition ID: 378177
Position Number:
Posting End Date: Open Until Filled
City: Winnipeg
Employer: Shared Health
Department / Unit: Digital Service Desk
Job Stream: NonClinical
Union: Non Union
Anticipated Start Date: 04/25/2025
FTE: 1.00
Anticipated Shift: Days;Evenings;Nights;Weekends
Work Arrangement: Hybrid
Daily Hours Worked: 7.75
Annual Base Hours: 2015
Shared Health leads the planning and coordinates the integration of patient centered clinical and preventive health services across Manitoba. The organization also delivers some provincewide health services and supports centralized administrative and business functions for Manitoba health organizations.
Position Overview
Digital Health focuses on supporting clinical and business systems as the foundation for leveraging electronic data in the delivery of healthcare services.
We have an opportunity for a service desk agent. Reporting to a supervisor the service desk agent will:
- Provide highquality customer service delivering first line technical support to endusers focusing on rapid service restoration and client satisfaction.
- Perform initial tier 1assessments 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 Manitobas Personal Health Information Act (PHIA) is preferred.
Education (Degree/Diploma/Certificate)
- Postsecondary 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 frontline 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 openoffice environment and able lift and move items of up to approximately 25 pounds.
We have a unique ability to work together to make health care better. If you want to make a difference and contribute to supporting the health of your family friends and neighbours please apply today.
Interested candidates should selectthe Apply icon below to upload their cover letter resume and copy of licenses/certification.
This position requires a current satisfactory Criminal Records Check (including Vulnerable Sector Search) Child Abuse Registry Check and Adult Abuse Registry Check as conditions of employment. The successful candidate will be responsible for any service charges incurred. A security check is considered current if it was obtained no more than six 6 months prior to the start of employment.
Please note that an employee is not permitted to hold two or more positions in Shared Health that combine to equal more than 1.0 FTE.
Shared Health values and supports employment equity and workplace diversity and encourages all qualified individuals to apply. We thank all applicants but only those selected for an interview will be contacted.
We welcome applications from people with disabilities. Accommodationsare available upon request during the assessment and selection process.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
