Associate Operations Service Desk Analyst

Innovate With Purpose

Do you want to work for a company that is innovating and making a difference to the health and wellbeing of people all over the world? We’re not about selling meaningless, unnecessary products for corporate profitability. You’ll be working on technology that will revolutionise global health systems so that we can finally get the healthcare we all want - a basic human right.

We like to think of ourselves as a community of start-ups where you can be your true, genuine self. Each of our product teams has the autonomy to decide how they operate and contribute towards our mission of providing each person with the right care at the right time and in the right place.

Orion Health is excited to be expanding our galaxy by recruiting for a number of stellar individuals to join our team to help us deliver to our global customer base. If you want to climb aboard the rocketship and help us revolutionise global health systems, astronomical opportunities await.

Position Purpose:

The Associate Operations Service Desk Analyst provides first level technical support to Orion Health employees and clients in a 24/7/365 Service Center. Proactively and reactively respond, field and triage issues related to alerts, emails, phone calls and ticket queues in order to resolve, escalate, and communicate within established SLAs.

Success in the Role looks like…

• Providing exceptional customer service to clients 100% of the time
• Acting as the single point of contact (SPOC) to support users and clients reporting issues, requesting information, access, or other services
• The 24/7/365 availability of the Operations Service Desk Application Analyst will allow users and clients to access a first-tier support team 24/7/365 to help address requests or issues.
• The Associate Operations Service Desk Analyst provides 24/7/365 monitoring support for critical business applications and services
• Adhere to Service Desk processes and procedures.
• The ability to work together toward a common vision

Business Unit:

• NA Service Operations - This unit contributes to Orion Health’s purpose by providing Orion Health clients with a superior support experience by quickly correcting issues and proactively addressing potential problems before they impact end users.

Key Relationships:

• Service Operations team, Service Desk Team Lead, Technical Operations team, Professional Services Group, Global Managed Services, Development, Global Support and External Clients & Participants are key in order to ensure transfer of knowledge and OPEN communication behaviours.

Essential Functions:

Communication

• Email communications for scheduled maintenance, trouble tickets, and Major Incident Management
• First Call Resolution for password resets, user account management, renew certificates, licence request, service restarts, disk space cleanup
• Triage proactive/reactive alerts and escalate internally to proper Support Team engineers according to established SLAs
• Process access request tickets
• Identify gaps for improvement
• Troubleshoot and resolve technical solutions related to Orion software products and software development industry standards
• Escalate urgent problems requiring more in-depth knowledge to appropriate resources within established SLAs
• Follow HIPAA security standards set by Orion Health when interacting with patient data

Personal Development

• Actively participate in any training/ learning required whether it be self-study or structured learning
• Keep up to date with new industry standards and best practices

Behavioural and Technical Capabilities:

• Ability to ask questions, discern when escalations are needed and seek/accept mentoring from different levels
• Ability to organise assigned tasks understanding level of urgency and discerning priorities according to predetermined parameters, policies and procedures
• Understands technical, procedural, and tactical tasks asking relevant questions and implementing answers or solutions as provided
• Ability to provide clear and consistent communication in an organised fashion. Understand when to follow and when requested to provide an explanation or clarification of a mid to complex issue
• Driven to produce. Can follow a plan and deliver results with some guidance
• Ability to work both independently and as part of a team
• Ability to resolve conflict
• Ability to prioritise and manage time effectively

Relevant Experience:

• 1-2 years of hands-on experience in on-site Application support level
• Business processes experience desired
• Knowledge of Network Protocols, Linux/Unix, Windows, Mac, Active Directory, Ticketing Systems
• Knowledge of Performance Monitoring (java performance analysis, thread dump analysis, heap dump analysis)
• Excellent verbal and written communication skills
• Strong customer focus and genuine desire to assist
• Strong work ethic and desire to get things done
• Experience in documentation creation
• Strong organisational skills
• Capable of operating within specified boundaries
• Knowledge of networking fundamentals (http/https, tcp/ip, firewalls, proxies, ftp/sftp, ssh)
• Splunk and AWS Cloud Knowledge a plus

Education and Qualifications:

• Technical College Specifications and/or equivalent work experience preferred
• ITIL Knowledge or certification preferred
• Flexibility and accountability with scheduling for a 24/7/365 model
• Ability to work shifts and overtime when required

If this sounds like you we would love to hear from you!

Background checks will be required upon an offer of employment.

ORION HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, veteran or disability status, sexual preference or national origin. Reasonable accommodations will be made during the interview process upon request to assist those candidates with disabilities.

NOTE: We are unable to sponsor visas or work authorizations at this time.

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