Service Desk Analyst

Position Type:

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Closing date:

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Full careers. Full lives.

Join the Medavie Health NL Team

Are you looking for a fulfilling career that makes a meaningful impact on your life, and the lives of others? As the provider of emergency medical services and medical communications operations across Newfoundland and Labrador, Medavie Health NL (MHNL) is proud to offer career opportunities for professionals who share our strong commitment to delivering healthcare to communities throughout Newfoundland and Labrador.

If you're a passionate professional seeking a unique and meaningful career, MHNL is your destination. Join our team and achieve your full potential in a supportive and dynamic environment.

As part of our Service Desk team, the Service Desk Analyst will provide 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.

Job Requirements

• 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.

Professional Qualifications & Competencies:

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

• One to three years’ experience in a customer service environment in a technical support role.

• Experience providing technical support would be an asset.

• 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 administration, and Cherwell (or an equivalent IT Service Management system) would be an asset.

Language: Bilingual (English & French) is required to perform the duties of this role.

Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B).  This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Pay Range: $50,000 - $59,800

#CMB2

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The Base Pay range may vary depending on the successful candidate or other relevant job-related factors such as knowledge, skills, qualifications, experience and education/training. In addition to Base Pay, eligible Medavie employees may participate in various performance-based incentive programs. Payments under these programs are discretionary and subject to both individual and organizational results.

Our recruitment process may involve automated tools, including AI, to assist in screening applications.

Who we are

MHNL is the selected proponent to design, manage and operate a single, integrated road and air ambulance service in Newfoundland and Labrador. We are an incorporated, wholly owned NL-based subsidiary of Medavie Health Services (MHS), the largest contracted provider of emergency management services in Canada and a national leader in primary health care solutions, including mobile integrated health and community paramedicine programs.

Together with Medavie Blue Cross, MHS is part of Medavie, a national health solutions partner and innovative leader in benefits management, health management, and healthcare delivery. Backed by our team of over 8,200 dedicated professionals, we exist to improve the wellbeing of Canadians so that every life can be lived to the fullest.

We’re one of Canada's Most Admired Corporate Cultures, one of Canada's Top 100 Employers, and certified Rainbow Registered as an organization that champions diversity, equity and inclusion. We foster a culture of caring where people are celebrated beyond their roles and valued for who they are and what they contribute.

If you share our mission of improving the wellbeing of Canadians, join our team.

What it’s like to work with us

We are more than just a workplace – we are a people-focused, visionary organization dedicated to fostering well-being and making a meaningful impact on the lives of our employees and the Communities we serve.

We celebrate individuality and value the diverse perspectives and skills our employees contribute. We go beyond providing competitive pay and comprehensive benefits by offering opportunities for personal and professional growth, meaningful experiences, and supportive leadership. At Medavie, you’ll find more than just a job — you’ll find a pathway to a full and rewarding career.

We welcome diversity

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs.  We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.

We put safety first

Employees of MHNL are accountable to our patients and coworkers by participating in and supporting all safety-related initiatives, as well as acting in a manner that fosters a culture that focuses on patient safety and a safe workplace.

Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: [email protected].