Job Description

Employment Type

:

Permanent Full-time

Location(s)

:

SK

Salary Range

:

$28.243 - $34.378 Hourly

Salary Supplement

:

included in hourly salary range (in-scope)

Why eHealth?

We may be biased, but eHealth Saskatchewan is the place to be right now! As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.



We are a Treasury Board Crown Corporation that focuses on digital technologies to enable, support, and enhance high quality health services across the entire province. There is no greater job satisfaction than knowing the work you do is directly related to saving a life or bringing a new one into the world. Although we may not be front facing with patient care, we have a huge role in maintaining and improving IT systems and supporting health care providers and teams throughout Saskatchewan in delivering the best possible care to patients, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs and services that support patient care and information include Virtual Care, MySaskHealthRecord, the Provincial Electronic Health Record, Health Registries (eligibility for health services/distribution of health cards) and vital event records.



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 quick to change as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

About the role:

As a Jr Service Desk Analyst at eHealth Saskatchewan on the MySaskHealthRecord Service Desk, you will be the application and website expert for our clients across the province. You will triage the client's situation and manage the client expectations as you guide them to a successful end to their situation.



You must have a passion for customer service. You must have great communication skills that allow you to work with the customer and an aptitude for problem-solving to understand their problem and communicate that to others.

Typical Daily Duties:

This role requires availability for the hours of 8:00am to 4:30pm from Monday to Friday, excluding statutory holidays.


Answer telephone calls and emails from the public concerning the MySaskHealthRecord mobile application and website

Assist clients with the setup of their MSHR account

Assist clients with the setup and usage of the MSHR mobile application

Assist clients with the usage of the MSHR website

Ensure that clients are properly configured within the MSHR system through the use of Administrator tools

Occasional physical meetings with clients to help answer questions and resolve issues

To qualify for this position, you must have knowledge/experience in the following:

Excellent verbal and written communication skills

Strong customer service skills with the desire and ability to exceed customer expectations

Strong problem solving and analytical skills

Experience using incident tracking tools (Ticketing Software)

Windows Operating Systems, mobile phone operating systems experience

ITIL Foundations v3/v4 certification is an asset


Our ideal candidate would have gained the knowledge and skills required for this position through the completion of a post-secondary degree or diploma in computer science or a related discipline supplemented with a minimum of one year of working experience within a Customer Service or IT Help Desk environment.

Competencies:

Communication

Ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of individuals in a clear, accurate and understandable manner

Problem Solving

Ability to explore and identify the underlying causes for the client's inquiries

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 build cooperative working relationships with coworkers and clients to ensure credibility and confidence in the MSHR service as well to build capacity in client's knowledge and ability to use the MSHR product suite.

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 an acceptable solution.

Teamwork

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 have been looking for to showcase your abilities - we'd love to hear from you.

SGEU Level: SIT06

Anticipated Start Date: April, 2025

Location: Saskatchewan

We are committed to workplace diversity.

Number of Openings

:

3

Closing Date

: Mar 17, 2025, 12:59:00 AMContact Us

recruitment@eHealthSask.ca