Overview:
As an IT Service Desk Analyst you are the first point of contact for all Information Technology related needs for Manitoba Public Insurance (MPI) staff, partners and brokers. You will respond to technical support enquiries and requests related to software applications, IT security access issues and hardware support via phone, email, chat, walk-ins and web portal requests by following existing documentation and processes in a call centre environment.

Responsibilities:

• Provide assistance and direction to internal and external stakeholders on Information Technology systems with intermediate to advanced knowledge of software and hardware support and troubleshooting methodologies, while providing a high level of quality customer service.
• Hardware support includes desktops, laptops, mobile phones, networking and telephony equipment.
• Software support includes, MS Office Products, specialized applications and other internally developed applications specific to MPI.
• Document outcomes of technical support inquiries using Remedy Ticketing system.
• Escalate issues, when needed, to the Incident and Problem Manager Specialist to assist in resolution.
• Deploy peripheral equipment and maintain a pool of loaner laptops for emergency and temporary usage requirements.
• Act as the single point of contact for broker technical issues, which include application installation, scanner configuration and password resets.
• Collaborate with peers, support teams, supervisors and managers to enhance knowledge documentation and processes that are used to deliver service to customers.

Qualifications:

• High school diploma, plus a technical certification or two college courses in Computer Science or a related technical discipline.

OR

• Diploma in Computer Science, Information Systems or a technical related discipline.

• One—two (1-2) years’ experience with computer applications and/or technology, comprising of inbound tier 1 technical support or computer technician support:

• • Current Windows Operating Systems
• Office suite applications
• Basic Network support
• Building PC’s and peripheral support
• Working knowledge or understanding of MS Office products, Active Directory, Windows Operating systems, Chrome, Internet Explorer, SharePoint, Corporate Network structures, VoIP, and Remote access.
• Ability to quickly and accurately analyze information and exercise sound judgment and practical thinking.
• Ability to translate complex technical information to a non-technical audience.
• Ability to work within a team and independently and under periods of high volume and demand.
• Oral and written communication skills, with the ability to communicate clearly, concisely.
• Ability to work a flexible schedule including rotation through on-call and after hours support.

Conditions of Employment:

• This position participates in rotating on-call support.
• Must be able to type a minimum of 40 words per minute. Testing may be required to demonstrate ability.

Employee Benefits:

• Provide assistance and direction to internal and external stakeholders on Information Technology systems with intermediate to advanced knowledge of software and hardware support and troubleshooting methodologies, while providing a high level of quality customer service.
• Hardware support includes desktops, laptops, mobile phones, networking and telephony equipment.
• Software support includes, MS Office Products, specialized applications and other internally developed applications specific to MPI.
• Document outcomes of technical support inquiries using Remedy Ticketing system.
• Escalate issues, when needed, to the Incident and Problem Manager Specialist to assist in resolution.
• Deploy peripheral equipment and maintain a pool of loaner laptops for emergency and temporary usage requirements.
• Act as the single point of contact for broker technical issues, which include application installation, scanner configuration and password resets.
• Collaborate with peers, support teams, supervisors and managers to enhance knowledge documentation and processes that are used to deliver service to customers