Service Desk Analyst (IT Support)

Permanent *
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.

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.

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.

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.
Familiarity with Active Directory Powershell Windows 10 policies and administration and Cherwell (or an equivalent IT Service Management system) would be an asset.
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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. Were one of Canadas Most Admired Corporate Cultures one of Canadas Top 100 Employers and certified Rainbow Registered as an organization that champions diversity equity and inclusion. 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 go beyond providing competitive pay and comprehensive benefits by offering opportunities for personal and professional growth meaningful experiences and supportive leadership. 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. 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.

If you experience any technical issues throughout the application process please email: