Service Desk Analyst

Blue Cross; Winnipeg; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work option

Flex Time Program

On-site 2 days per week

Job summary

Manitoba Blue Cross is looking for a Service Desk Analyst to be the first point of contact for IT users, handling calls and tickets, troubleshooting basic issues, and escalating when needed. You will support both hardware and software, including Microsoft products and SAP security administration.

This role offers hybrid work with on-site collaboration, a focus on customer service, strong problem-solving, and opportunities for personal and professional growth within a not-for-profit health

Qualifications

• University degree or college diploma in computer science with 2+ years experience.
• Strong knowledge of PC hardware and MS software.
• Familiarity with ITIL/SLA.
• Self-motivated and deadline-driven.
• Flexible, patient, resourceful.
• Phone support with professional demeanor.
• Self-directed with strong organization.
• Strong problem-solving.
• Excellent verbal and written communication.
• Excellent interpersonal skills.

Responsibilities

• Provides front line end-user support for hardware and software issues.
• Manages service tickets from inception to resolution with timely updates.
• Escalates incidents to appropriate service providers.
• Troubleshoots basic desktop technologies and MS Office.
• Documents work and creates reference materials.
• Serves as primary contact for reporting and data requests.
• Coordinates assignments and tracks progress to meet deadlines.
• Maintains inventory of hardware, software and documentation.

Skills

Exceptional service

Communication

Phone support

Time management

Organizational skills

Teamwork

Customer service

Problem solving

Interpersonal skills

Education

CS degree or diploma

University/College degree

Tools

Microsoft Office

SAP

Job description

599 Empress St E, Winnipeg, MB R3G 3P3, Canada

Job Description

About Manitoba Blue Cross

We’re a Manitoba-based, not-for-profit, health benefits provider with a vision to be the trusted and essential health and wellness partner for all Manitobans. Every dollar made is reinvested in our infrastructure, our people, and our province with the goal of providing better care for our members, expanding our community impact and broadening our health care knowledge.

Why work for us?

Manitoba Blue Cross, is a Manitoba Top Employer. We are empowered to give back to the community, and we know that caring needs to start in our workplace with our own Manitoba Blue Cross team. We actively foster a culture that focuses on your satisfaction, development, diversity, and growth .

Culture of Caring

We strive to succeed at reaching our organizational goals, but we always make time to celebrate our successes. Having fun as a group and rewarding our employees for their accomplishments is an essential part of our workplace culture.

We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace. We offer a work environment that promotes a healthy work-life balance and support to advance your career that includes:

• Casual dress code to promote diversity and inclusivity.
• Personal and professional development.

Are you a driven , dedicated , and enthusiastic individual who wants to work in a friendly and rewarding environment? If so, we are looking for someone like you! The following position is open to anyone residing in Winnipeg , MB and surrounding areas with valid work authorization.

POSITION SUMMARY:

The Service Desk Analyst is the first contact for IT Service Desk users, providing excellent customer service. They handle incoming calls, record details in the tracking system, and utilize knowledge tools and expertise to resolve tier 1 issues promptly. Unresolved issues are escalated to higher support levels. They troubleshoot basic software, hardware, network, telecom problems, and offer basic desktop support.

DUTIES AND RESPONSIBILITIES

Service Desk

• Provides front line end-user support to our internal and external clients in a timely manner for both hardware and software issues via telephone, e-mail or web for remote assistance .
• Manages service tickets from inception to resolution; providing timely and accurate updates in our service management tool.
• Processes requests according to pre-defined procedures for known issues.
• Escalates incidents to appropriate service provider (both internal and external).
• Ensures effective use of time management and organizational skills to balance workload and priorities.
• Follows ticket management policies, procedures and best practices.
• Troubleshoots application and desktop level technologies, with a focus on Microsoft desktop O/S and Office products.
• Provides basic SAP security ID administration in a timely and accurate fashion.
• Documents all work and creates operational reference documents in our defined libraries for new resolution workflows.
• Provides excellent customer service by being professional, helpful and patient.

Personal Computers

• Serve as the primary point of contact for reporting, analytics, and data requests.
• Triage and prioritize incoming work based on business impact, urgency, and capacity.
• Coordinate assignments across analysts and stewards to optimizedelivery.
• Track progress of initiatives, tickets, and projects to ensure deadlines are met.
• Remove blockers and escalates risks or resource constraints as needed.
• Communicate timelines and expectations clearly with stakeholders.
• Ensure consistent service levels and operational reliability.

Other

• Maintains an inventory of all telephony, computer and network-related hardware, software and documentation.
• Completes research and development in the areas of new and emerging technologies.
• Performs special assignments and related duties as assigned.

QUALIFICATIONS AND SKILLS

• Dedicated to the principles of exceptional service; committed to responding to, anticipating , and addressing customer needs, for both internal and external customers.
• Completion of a University degree or College diploma in computer science or related program plus a minimum of 2 years of relevant experience. Equivalent combination of education and related experience will be considered.
• Exceptional knowledge of PC architecture, hardware, MS software with the ability to utilize application for support, reporting and documentation.
• Familiarity with the fundamental principles of ITIL/SLA.
• Self- motivated individual capable of working under the pressure of deadlines.
• Flexibility, patience and resourcefulness.
• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Self-directed, with exceptional organizational skills and a proven record of managing and prioritizing multiple tasks within varied and dynamic timelines on an ongoing basis.
• Strong problem-solving skills to address process-related issues and develop innovative solutions.
• Excellent verbal and written communicator, with the ability to clearly communicate for understanding, resulting in concise and clear documentation and business requirements.
• Excellent interpersonal skills, with the ability to work and interact positively in a team environment.

SPECIAL CONDITIONS

• Sedentary office work involving constant use of computer, numerical ability, concentration, problem solving, critical thinking, time pressures, memory, and attention to detail; prolonged sitting periods at a desk with ability to change position as needed, occasional standing/walking, and lift up to 10 lbs.
• This position is presently eligible for hybrid work: onsite work 2 days per week at minimum with remote work on the remaining days of the work week, however, in the future, it may require on site work 5 days per week.
• This position is eligible for MBC’s Flex Time Program.
• Availability to work rotating on- call shifts which includes evenings, weekends and holidays.

Manitoba Blue Cross is committed to the principles of diversity, equity & inclusion and to promoting opportunities in hiring for everyone. We want our workforce to reflect the diverse community we serve, and we're committed to creating a fair and respectful workplace.

We encourage all qualified candidates to apply. If you require an accommodation during the hiring process, please let us know.

599 Empress St E, Winnipeg, MB R3G 3P3, Canada