Bilingual Service Desk Analyst
For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. We are proud to be a not-for-profit organization dedicated to giving back to the communities where we live and work, and to ensuring our employees thrive in our award-winning, collaborative culture. We are one of Canada's Most Admired Corporate Cultures and are recognized as a Caring Company, a designation for national leaders in community investment and social responsibility.
Our team of 2,100 professionals work across six provinces. We excel by living our shared values of being caring, accountable, responsible, innovative and community-minded. We're committed to ensuring the health and wellness of our employees and their families, along with personal and professional growth, through a variety of programs and support at all levels of our organization.
Along with Medavie Health Services, we are part of Medavie - a national health organization with over 6,400 employees. Together, our mission is to improve the wellbeing of Canadians.
Job Title: Bilingual Service Desk Analyst Department: Enterprise Architecture & Infrastructure Competition: 10962 Internal/External: Internal/ External Employment Type: Full time, permanent Location: Nova Scotia, New Brunswick, PEI, Newfoundland, Quebec or Ontario Salary: Competitive Compensation Reports To: Team Leader, IT Service Desk Closing Date: December 6, 2020
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.
- 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;
Education: Applicants must possess a post-secondary education in a computer technology related program, or equivalent experience.
Work Experience: One to three 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 bilingualism in English & French is a requirement.
You also demonstrate the following core competencies:
Knowledge and Adaptability: Possess high learning agility, with the ability to quickly learn and adapt to new processes and technologies.
Analytical Thinking: Quickly think through situations in a logical manner; use technical knowledge and experience to solve routine and complex problems.
Communication: Effectively tailor the delivery of technical messages to suit the nature of the material, audience and situation.
Customer Orientation: Regularly handlecustomer questions and solve problems independently, while providing friendly and courteous customer service.
Execution and Organizational Skills: Organize yourwork and information in a well thought out manner to deliver on specific tasks and milestones to meet deadlines.You should exhibit high levels of energy and perseverance on the pursuit of established goals, and be able to multitask in order to ensure work is completed in a timely manner.
Teamwork: Understand how the job contributes to the overall team as a unit and proactively work with teammates to help support them where needed.
We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.
Medavie Blue Cross is an equal opportunity employer.
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