Medical Laboratory Technologist

Provincial Health Services Authority; Chilliwack; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading healthcare organization is seeking a dedicated individual to manage and resolve software, hardware, and network issues in Chilliwack, British Columbia. Ideal candidates will have 1-3 years of experience and a commitment to client satisfaction by ensuring timely responses to service requests and adhering to SLAs. This role involves coordinating with on-site teams, conducting root cause analysis, and maintaining data backups to ensure high-quality service delivery.

Qualifications

• 1-3 years of experience in a relevant role.
• Strong problem-solving and customer service skills.
• Ability to adhere to service-level agreements (SLAs).

Responsibilities

• Resolve and manage client’s software, hardware, and network issues.
• Ensure timely resolution of service requests.
• Perform root cause analysis on raised tickets.

Job description

Job Description

The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction.

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction.

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver

• 100% adherence to SLA/timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails

Experience

1-3 Years

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