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Who is eHealth Saskatchewan?
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. Our vision is Connected healthcare, accessible to everyone, everywhere with a mission to Collaborate to transform healthcare through the use of information and innovative technology. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.
About the role:
We are looking for individuals who have strong customer service skills, technical proficiency along with troubleshooting abilities. This role performs initial triage and problem determination to resolve incidents and requests at first point of contact or dispatch to the appropriate Tier 2 technical team.
As a Senior Service Desk Analyst, you will be responsible for resolving technical problems, IT service requests and inquiries through phone calls and emails within given time constraints determined by service levels for critical health care systems. This role supports the service desk by handling the more complex requests that come in through the front line channels. The senior role also participates in training the front line analysts, writing processes and other high level documents, report generation, and monitoring service queues to ensure a high level of customer satisfaction. This role performs, in part, mobile device management, call center administration, web conferencing, reporting, CMDB and participates in major incident processes, within the organization. This senior position acts as a mentor and escalation point for Tier 1 analysts and provides elevated technical assistance as needed.
If this role sounds like the opportunity you have been looking for we would love to hear from you, and encourage you to apply on our website.
Grade: 08SIT-SGEU
Anticipated Start Date: August 29, 2022