Service Desk Analyst

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.

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;

Required Qualifications

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

Work Status: You need to have Permanent Residency or Citizenship of Canada to be eligible for this position. 

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.

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We are an Equal Opportunity Employer. 

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.