ST. JOHN AMBULANCE, NATIONAL OFFICE

EXTERNAL JOB POSTING

Position: Service Desk Analyst

Reports to: Service Desk Supervisor

Department: National Office - Information Systems/Information Technology

Location: Ottawa, ON

Status: Full Time

St John Ambulance (SJA) is Canada’s leader in first aid training and first aid products. SJA is planning for growth and maintaining this leadership position and successfully responding to changes in an increasingly competitive environment. In order to meet these objectives, SJA recognizes that it needs to improve its information systems and technology processes. The National IT service desk is moving in the direction of providing improved customer service to create business efficiencies across the organization.

Purpose:

The Service Desk Analyst will be an agent on the SJA One Service Desk- our new National IT Service Desk which involves the support of our national enterprise applications. This position will report to the Service Desk Supervisor. The position will also work closely with SJA’s enterprise application specialists (Level 2 Support) to improve the overall quality of service and satisfaction of SJA’s enterprise IT systems.

Key Accountabilities:

 Addresses and resolves all basic incidents and requests for SJA’s enterprise applications

 Ensures that all incidents are logged and reported in the service desk software system

 Handles customer issues and their complaints in an efficient and effective manner

 Creates a positive customer experience

 Documents the resolution of incidents and builds on the SJA Knowledge Center

 Provides after-hour on call support as required

 Manages enterprise application user access lists

 Collaborates with service desk team on complex application issues

 Provisioning and maintenance of application security roles

Key Requirements:

 Ability to work within different daytime shifts

 Bilingual (oral and written)

 Competency with call center tracking tools

 Strong problem solving skills

 Strong analytical skills

 Use of call center and service desk technology (VoIP, CRM, etc…)

 Experience with CRM, ERP or Financial systems would be an asset.

 Good understanding of enterprise IT security

 Persistence in supporting end users issues despite adversity, creating innovative and alternate solutions as appropriate

 Relevant certification or diploma

All interested candidates are to submit their application to jobs @nhq.sja.ca by February 13, 2015.

St. John Ambulance is an equal employment opportunity employer.

St. John Ambulance thanks you for your interest. If your skills and experience are a strong match for this position, we will be in contact with you.