Senior Service Desk Analyst

eHealth Saskatchewan; Regina; On-site; CAD 35,000 - 43,000; Full time

Job summary

eHealth Saskatchewan is seeking a Service Desk Analyst to join their dynamic team in Regina. This role is critical in providing exceptional customer service and technical support to healthcare providers. The ideal candidate will possess strong troubleshooting skills, a background in IT service delivery, and a commitment to excellence in the healthcare domain.

Qualifications

• Minimum 4 years experience in integrated support environment.
• Knowledge of ITIL processes for service delivery.
• Experience with Cisco devices and LAN/WAN concepts.

Responsibilities

• Resolve technical issues and inquiries via phone and email.
• Handle complex support requests beyond Tier 1 analysts.
• Monitor service queues to maintain high customer satisfaction.

Skills

Customer Service

Technical Proficiency

Troubleshooting

Interpersonal Skills

Attention to Detail

Flexible

Education

Degree or diploma in computer science

Tools

ITIL framework

Cisco Network Devices

Windows Operating Systems

Microsoft Office Suite

SCCM

Microsoft Exchange Server

Active Directory

Virtual Desktop Infrastructure

Video Conferencing

Networking Architecture

Job description

Why eHealth Saskatchewan?

eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support healthcare providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and include laboratories, pharmaceuticals, and diagnostics. Additional programs that also support patient care and information, include Virtual Care, MySaskHealthRecord, and the provincial Electronic Health Record. eHealth is also responsible for administering various pieces of legislation to manage the registration of/changes to all vital event records (e.g., birth, marriage, death), legal name changes, and adoptions, as well as maintaining the provincial health registry for health services eligibility and distribution of health services cards.

eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

About the Role:

Service Desk Analysts play an integral role in our chain of care within the province. We are looking for individuals who have strong customer service skills, technical proficiency along with troubleshooting abilities. This role performs initial triage and problem determination to resolve incidents and requests at first point of contact or dispatch to the appropriate Tier 2 technical team. Strong interpersonal skills are required for this role as well as attention to detail and adherence to established processes.

Typical Daily Duties:

• Resolve technical issues, IT service requests, and inquiries via phone and email within defined service levels for critical healthcare systems
• Handle complex support requests beyond the scope of front-line analysts
• Mentor and provide escalation support for Tier 1 analysts
• Assist in training front-line staff and developing documentation and processes
• Monitor service queues to maintain high customer satisfaction
• Perform tasks related to mobile device management, call center administration, web conferencing, and CMDB
• Participate in major incident response processes
• Generate reports and support service desk operations at a senior level
  
  

This role requires shift work, including a planned day/evening, weekend and on-call shift rotation. To effectively serve our customers, current start and end times range between 6:00 am – 9:00 pm, seven days a week. These hours may be modified as our customer’s business needs change. Our team shares a standby after-hours rotation to ensure 24/7 operations and support to the Saskatchewan Health Authority.

What we are looking for:

The knowledge and skills required for this position would be attained through the completion of a degree, diploma in a computer science program, or equivalent combination of education and experience will be considered. In addition, you will have a minimum of 4 years experience working in a similar role within an integrated support environment.

To qualify for this position, you will have knowledge and/or experience in the following:

• ITIL or ITSM framework and processes for service delivery, with a focus on incident, service request, configuration, and change management;
• Cisco Network devices and LAN/WAN concepts;
• Windows Operating Systems, Microsoft Office Suite, and various off the shelf workstation software.
• SCCM experience;
• Commercial software systems including remote support applications, Microsoft Exchange Server and Active Directory;
• Networking architecture and TCP/IP protocols;
• Virtual Desktop Infrastructure;
• Printer, and imaging hardware devices;
• Service Level attainment process and concepts;
• Incident, Change and Configuration Management software;
• SLA attainment process and concepts
• Video Conferencing.
  
  

You will be:

• Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines;
• Very customer service oriented, patient, honest, and respectful (ability to show tact);
• Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated;
• Thorough, reliable, disciplined, organized, and strong attention to detail; and
• Logical and have a strong motivation for continuous improvement and learning.
  
  

Competencies:

Communication

• ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner; and
• ability to prepare clear presentations and speak in public at level appropriate for audience.
  
  

Problem Solving

• ability to identify, explore and evaluate options on processes and methodologies in order to develop feasible recommendations;
• ability to identify and resolve issues that underlies conflicts in order to arrive at a viable solution; and
• manage complex situations with diplomacy.
  
  

Interpersonal

• ability to influence, persuade or convince others in order to discuss a mutually acceptable solution or formal agreement. Ability to deal with multiple stakeholders; and
• ability to build cooperative working relationships with coworkers and clients to ensure credibility and confidence in services provided as well to build capacity in client’s knowledge and ability to use and apply services.
  
  

Organizational

• ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in changing environment.
  
  

Analytical

• ability to research, analyze and evaluate diverse information and situations to solve problems, determine alternative courses of action and reach a decision.
  
  

Team Work

• ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships.
  
  

If this role sounds like the opportunity, you've been looking for to challenge yourself, make a difference in people's lives, and showcase your abilities — and you're currently living in Regina or are open to relocating — then we would love to hear from you and encourage you to apply now.

Grade: 08 SIT-SGEU

Anticipated Start Date: July 2025

Number of Positions: 1

Location: Regina

Employment Type

Permanent Full-time

Location(s)

SK-Rgna-Regina

Salary Range

$35.267- $42.938

Salary Supplement

included in hourly salary range (in-scope)

We are committed to workplace diversity.

Number of Openings

1

Jul 9, 2025, 11:59:00 PM