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Senior Service Desk Analyst – Infrastructure & Operations – Information Technology

Information Technology

|

Edmonton

|

Permanent Full Time

Date posted

November 19, 2021

Closing date

December 19, 2021

Let’s impact lives for the better!

Alberta Blue Cross® is Alberta based, not-for-profit and dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting the wellness of all Albertans. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for training and career growth.

OVERVIEW:

Alberta Blue Cross® is looking for the right person to take on the Senior Service Desk Analyst position. Service Desk is the central point of contact for inquiries, incidents and service requests received from internal employees and external stakeholders. We value a high level in quality in the services from our Service Desk Team.

The successful candidate will bring demonstrated proficiency in customer experience and technical skills. The Senior Service Desk Analyst will be a natural leader with a proven ability to adapt to changes and lead projects involving service desk initiatives, which are essential for the success of this role.

WHAT YOU WILL DO:

  • Technical Support
    • Provide technical support for various business applications and track issues to resolution using IT Service Management tool sets.
    • Develop processes and support the Modern Desktop Microsoft suite of applications, specifically with its use in our corporate environment.
    • Provide support to both internal and external customers who need assistance with issues and problems.
    • Process and review HR and Facilities related service requests.
    • Assist in automation of current processes and procedures.
  • Documentation and Reporting
    • Ensure continuous improvement and maintain existing processes, procedures and guidelines through analysis, reviews, and reporting. Communicate changes with stakeholders.
    • Create reports as requested using available IT Service Management Tools.
  • Project Support
    • Setup of procedures and practices related to Microsoft 365 implementation from a Service Desk perspective. Be a leader in this space and have the background knowledge to support Microsoft 365 Cloud and Desktop applications.
    • Ability to lead projects and be a point of contact for initiatives involving the Service Desk.
    • Coordinate with internal teams on projects related to Service Desk and assist with the creation of related documentation.
  • Provide after-hours support as required.
  • Support other functions such as access provisioning, auditing, facilitate moves etc. as required.

WHAT YOU WILL HAVE:

  • Minimum 5 years of experience as a Senior Analyst in an IT Service Desk or Contact Center is required.
  • A bachelor’s degree or diploma in Computer Science or related technical discipline is required.
  • ITIL/ITSM certification or equivalent is preferred.
  • Experience in a customer service environment with a proven track record of being customer oriented, friendly, and approachable.
  • In depth knowledge and experience with:
    • Active Directory
    • Windows 10
    • Microsoft 365/Office365
    • Microsoft Teams and One Drive
    • Exchange Online
    • SharePoint technologies
  • Have a good working knowledge of cloud computing environments like Azure, AWS etc. and technologies such as Intune and Microsoft Endpoint Manager (MEM) etc.
  • Confidence in your technical skills and act as an M365 subject matter expert in a support environment.
  • Experience using IT Service Management tools.
  • Experience in setting up the framework for self-service initiatives and automating Service Desk workflows and processes.
  • Highly self-motivated with the ability to effectively multi-task, prioritize and execute tasks in a high-pressure environment with a strong aptitude for innovation and knowledge sharing.
  • Experience mentoring and coaching junior team members.
  • Problem solving proficiency with a strong attention to detail.
  • Demonstrated ability to write procedural policy and guidelines.
  • Commitment to a team environment with team contribution focus.
  • Ability to work independently as well as under direct supervision.
  • Strong interpersonal, verbal, and written communication skills are required.
  • Exceptional organizational and time management skills.
  • Project leadership skills would be an asset.

Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our employees by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer a competitive salary and benefits package and the opportunity to work in an innovative, high-energy team-focused environment. This position will remain open until a suitable candidate is selected.  If you have the qualifications we are looking for, apply online at
careers.ab.bluecross.ca

 

 

 

COVID-19 Vaccination Notice: Alberta Blue Cross® has a COVID-19 Vaccination Policy that applies to all of its employees.  As a condition of employment, successful job applicants will be asked to: (a) confirm their COVID-19 vaccination status and provide proof they are fully vaccinated*, OR (b) produce a valid negative COVID-19 test** on an ongoing basis, at their cost, completed within 72 hours of working at any Alberta Blue Cross workplace starting December 15, 2021. Successful candidates who cannot be fully vaccinated on the basis of a protected legal ground (i.e., medical condition/ disability; religious belief) may request exemption and accommodation. 

 

*Fully vaccinated means having received all of the recommended number of doses of a COVID-19 vaccine, or a combination of COVID-19 vaccines, approved by Health Canada to produce an immune response to COVID-19 (i.e., at least two doses of a two-dose vaccine, or one dose of a single-dose vaccine) and at least 14 days have lapsed since the date on which the person received the last of the  recommended doses.

**Heath Canada approved tests (PCR and point of care antigen test) administered by a health care professional (at home test kits are not acceptable).

 

Join our team

Date posted

November 19, 2021

Apply

About us

Let’s impact lives for the better!

Alberta Blue Cross® is Alberta based, not-for-profit and dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting the wellness of all Albertans. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross® means having a career where you’ll be recognized for your contributions. We value diversity, encourage our employees to maintain a healthy work-life balance and provide opportunities for training and career growth.