Service Desk Analyst

14 hours ago

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Medavie

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Healthcare Insurance • Community Health • Wellness

Medavie is a national health solutions partner dedicated to improving the wellbeing of all Canadians. It integrates benefits management, healthcare delivery, and advanced health solutions, aiming to transform healthcare in Canada with innovative approaches. Medavie also focuses on community health through its foundation, promoting initiatives for accessible and equitable healthcare services.

5001 - 10000 employees

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Provide support via inbound phone queue, self-service ticketing system, chat, and email. • Log, triage, troubleshoot, and resolve technical incidents and service requests. • Escalate unresolved incidents to next-level support when required. • Install and configure desktop software. • Perform basic security functions, including password resets, multi-factor authentication, and cybersecurity reporting. • Research and document solutions in our IT knowledge base and contribute to end-user documentation. • Participate in a rotating 24/7 on-call technical support schedule.

🎯 Requirements

• Post-secondary education in computer technology or equivalent experience. • 1-3 years in customer service or a technical support role. • The ability to work independently; strong written and spoken communication skills and troubleshooting/problem-solving ability. • Familiarity with Active Directory, PowerShell, Windows 10 policies, and Cherwell (or equivalent IT Service Management system) is an asset. • Professional-level written and spoken bilingualism (English & French) is required. • Reliability Status Clearance (Enhanced Level B) including Fingerprinting, Criminal Record Check, Credit Check.

🏖️ Benefits

• Permanent full-time position with opportunity to grow in a well-established organization. • Flexible work arrangements and emphasis on work-life balance. • Remote and hybrid work options. • Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day. • 100% employer-matched Defined Contribution Pension Plan • Annual Incentive Bonus which recognizes your contribution to our success. • In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program. • An organization where we encourage personal learning and growth with opportunities for career development