Service Request Analyst – Service Desk

Details

Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Aug 02, 2017
Profession Information Technology
Career Level(s) Entry Level, Experienced (Non Manager)
Job Type(s) Permanent, Full Time
Education Level(s) Certificate, Diploma
Job ID job-9140

Position Summary

FUNCTION: 

Alberta Blue Cross is seeking a full time Request for Service (RFS) Service Desk Analyst.  This position reports directly to the Team Manager.

The role is responsible for managing requests submitted by business, developers, and technical staff areas to the Service Desk.  Using Cherwell, Service Desk’s Service Management tool, this role provides oversight and coordination of these requests until completion.

Service Desk is a critical team providing a centralized first contact for all technical support and requests to our internal customers. This role also provides coordination and support to external partners in order to maintain and support Blue Cross Business.

DUTIES AND RESPONSIBILITIES:

As part of the RFS team this position holds the followings responsibilities: 

  • Act as a liaison between customers and other technical teams.
  • Receives and creates RFS (request for service) requests including;
  • HR generated requests (e.g. new hires, terminations, name change, leaves, etc.).
  • Department generated requests (e.g. system access and move notifications, etc.).
  • Enters work order requests into Service Desk’s Service Management software.
  • Closely monitors progress of each request until completion.
  • Conducts post solution confirmation with customers to ensure resolution is satisfactory.
  • Communicates with teammates, technical support staff, management, internal and external customers to solicit and provide status of requests.
  • Performs analysis of the data gathered from all requests to help determine process improvements.
  • Updating RFS documentation and procedures.
  • Monitoring and approving bookable resource requests submitted through Outlook (e.g. loaner laptops, specific meeting rooms, secure USB keys, etc).
  • Provisions access such as user accounts to specific applications for our internal and external customers.
  • Provisions access such as user accounts to specific applications for our internal and external customers.

SKILLS AND KNOWLEDGE: 

The following skills are critical for this role:

  • The successful applicant will have completed a related certificate or diploma from a recognized post-secondary institution.
  • Related experience in the Service Desk industry will be considered
  • A technical diploma or certificate is considered an asset.
  • Knowledge of ITIL methodology is an asset.
  • Customer service (customer focus).
  • Exceptional organizational, time management, and communication skills.
  • Ability to communicate professionally with business and technical teams.
  • Attention to details.
  • Ability to work well under pressure.
  • Ability to multi-task and deal with well interruptions and re-prioritization.
  • Strong interpersonal skills.
  • Driven – self motivated.
  • Strong problem solving abilities.
  • Must work well in a fast paced environment.
  • Must work well within a team environment.

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment.  This position will remain open until a suitable candidate is selected.  If you have the qualifications we are looking for, please submit your resume and salary expectations to www.ab.bluecross.ca.


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