On Site Service Desk Analyst (33039)

MedaNova is currently seeking an On Site Service Desk Analyst to join our team!

The On Site Service Desk Analyst is responsible for providing courteous, accurate and prompt support to our internal customers. The position functions include face-to-face desk-side support and training, utilizing technical troubleshooting skills to solve technical incidents, requests and problems, assisting with system adds, moves, or changes, coordinating with IT and 3rd party resources who need to be on site, and systematically answering phone calls, voicemail, responding to email, and conducting online chat. The position provides clear documentation on each customer interaction while working within various computer applications and supports a work environment focused on continuously improving the overall success of the department. The On-Site Service Desk Analyst serves as a site liaison to provide feedback on the end user experience to IT Management.

ESSENTIAL JOB FUNCTIONS

• Respond to requests for help from customers on site or remotely
• Provide training and support to end users on site
• Troubleshoot and resolve difficult technical issues effectively and efficiently.
• Prioritize, evaluate, resolve and escalate calls as required.
• Provide appropriately detailed and timely follow-up support with customers.
• Submit accurate and well-documented solutions consistently for inclusion in the knowledge base.
• Record every interaction with customer into the service management system.
• Instruct customers in the use of hardware, software and manuals.
• Configure and distribute hardware and software to customers in a timely manner.
• Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on customers’ machines.
• Load specified software packages such as operating systems, word processing and all proprietary software programs into personal computers.
• Configure and troubleshoot network hardware and communication equipment, operating systems and personal computers.
• Interact with Active Directory for Moves, Additions, and Changes.
• Configure and maintain VDI pools and troubleshooting issues with VDI.
• Enter commands and observe system functions to verify correct system operation.
• Recommend or perform minor remedial actions to correct problems identified.
• Provide updates, status and completion information to the Service Desk Manager through voicemail, e-mail, or in-person communication.
• Monitor new technologies and/or updates required to support the various systems currently in operation.
• Self-assign and monitor progress of work, report progress to the Service Desk Manager on a regular basis.
• Maintain medical confidentiality.
• Perform all other duties as assigned by management.
• Perform project work as needed.
• Responsible for printer and hardware installs.
• Monitor the queue and alert management when assistance needed.
• Available to be on call for after-hours coverage as listed on a rotation schedule or as needed.
• Ability to communicate end user experience issues to IT Management
• Perform other duties as assigned by management.

Qualifications

Education and/or Experience

• High school diploma or equivalent required.
• One-year previous experience working on a Service Desk required.
• Level II requires one to two years’ experience within the position.
• College degree and experience supporting users in a virtualized environment and working with Active Directory preferred.

Certificates, Licenses, Registrations

• Technical certifications preferred. Valid driver's license required

QUALIFICATIONS

• Ability to follow instructions and respond to managements’ directions accurately.
• Ability to work with other teams and third party contactors to resolve technical issues on site
• Must have proven skills in advanced computer troubleshooting, analysis, critical thinking and problem-solving skills.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Must demonstrate skills in accuracy and thoroughness paying close attention to detail. Look for ways to improve and promote quality and monitors own work to ensure quality is met.
• Ability to learn multiple programs and systems.
• Must demonstrate initiative and work proactively.
• Must demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
• Ability to prioritize work activities and use time efficiently.
• Ability to travel when necessary and maintain reliable transportation.
• Proven commitment to maintaining medical confidentiality.
• Must demonstrate team behavior and willingness to promote a team-oriented environment.
• Ability to maintain focus and concentrate in close quarters with normal distractions and without distracting others.
• Ability to manage change, delays, or unexpected events and work in an environment with constant change.
• Ability to comply with all company policies and procedures in effect at the time of hire and as they may be amended from time to time.

MedaNova is a leading provider of independent medical assessments and health-focused services designed to support Canadians across every province. Whether delivered in person or virtually, our assessments and treatment programs are rooted in clinical integrity, cultural sensitivity, and an unwavering commitment to quality.

MedaNova is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, or any other status protected under provincial or federal laws.