Client Support Analyst

Client Support Analyst

BC Emergency Health Services

Victoria, BC

In accordance with the Mission, Vision and Values, and strategic directions of BC Emergency Health Services, patient safety is a priority and a responsibility shared by everyone at BC Emergency Health Services, and as such, the requirement to continuously improve quality and safety is inherent in all patient and employee safety aspects of this position.

Reporting to the Manager, Client Services, the Client Support Analyst functions in a diverse IT environment and provides unscripted first and second level troubleshooting. This role supports and responds to inquiries/requests for IMIT related equipment, maintenance, repairs and services which are managed and maintained through IT and Telecommunications. The Client Support Analyst also provides technical and administrative support for IT moves and installations as well as administrative and financial support for the department and BCEHS. The Client Support Analyst supports a diverse clientele that also present geographical challenges or limitations and often include issues that are in urgent need for resolution.

What you’ll do

• Provides first and second-level problem resolution for BCEHS IT and Telecommunication users across the Province of British Columbia.by monitoring incident tracking system and resolves tickets at the tier 1 and 2 level; identifying and categorizing alerts into bugs or enhancements; works with users to identify specific internal or external processes and options for resolution; analyzing and documenting problems details; compiling incident assessments on functional problems or recurring issues for maintenance scheduling.
• Assist users in resolving telephone issues and problems , including wireline, wireless landline and various landline systems and services by methods such as analyzing/diagnosing presented issues, identifying, formulating and implementing potential solutions and evaluating outcomes.
• Delivers remote technical support and problem solving. Investigates and resolves hardware and software issues and problems related to existing systems and applications according to established procedures.
• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. This role may also assist with troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
• Provides full technical support for non-standard products (e.g. scheduling systems, all LOB applications); installs required HW and SW; investigates, documents, analyses, diagnoses and resolves issues.
• Handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).
• Designs, develops and documents technical support materials, such as end user instructional material on use of new technology.
• Conducts testing of application deployments when required to ensure quality assurance of end product, including unit testing and systems integration
• Proactively researches and evaluates various IT and Telecommunication solutions; recommends new/ revised service delivery options, technologies, products and services to ensure BCEHS’ initiatives are aligned with current best practices, technological trends and upgradeable for future needs.
• Provides clients and departments with different options for equipment, service delivery and cost efficiencies according to user needs and requirements.
• Liaises/follow up with vendors to ensure issues are resolved.
• Participates in Projects, helping to gather requirements, creating and documenting processes, testing and implementing
• Performs other related duties as assigned.

What you bring

Qualifications

• Grade 12, graduation from a recognized two year computer systems technology diploma program plus two years’ recent, related experience or an equivalent combination of education, training and experience.

Skills & Knowledge

• Ability to type.
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Physical ability to carry out the duties of the position.
• Ability to organize work.
• Ability to operate related equipment.
• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC’s Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including 2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular Full-Time
Wage: $38.78/hour benefits (health and dental, sick time, pension and vacation)
Location: Block C 2261 Keating Cross Road, Saanichton BC V8M 2A5
Closing date: Until Filled
Hours of Work: Monday- Friday 06:00-14:00
Requisition #: 173076E

What we do

BC Emergency Health Services (BCEHS) provides provincial emergency medical care and patient transfer services. BCEHS is part of the Provincial Health Services Authority (PHSA).

PHSA plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

PHSA and BCEHS are committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Government unanimous passing of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey-one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to meaningful and lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as we move toward self-determination. Guiding these efforts PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC’s Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please note the internal job posting will no longer be accessible after the expiry date of October 1, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.