Client Support Team Lead BCEHS

Job title:

Client Support Team Lead BCEHS

Company

Provincial Health Services Authority

Job description

Client Support Team Lead BCEHSBC Emergency Health ServicesSaanichton, BCIn 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 Team Lead functions in a diverse IT environment and oversees a team of Client Support Analysts by managing the daily operational issues. This includes establishing the Branch work priorities and balancing the workflow in order to ensure the accurate, timely resolution of calls to the Service Desk. The Client Support Team Lead also provides support to the Client Service Manager on projects and new initiatives being introduced.What you’ll do

• Supervises a team of Analysts by performing duties such as scheduling and coordinating work assignments, checking and prioritizing work, providing guidance and advice to facilitate resolutions to work problems, corrects problems as required and monitoring operations to ensure standards are met.
• Assists Manager with various staff functions related to selection, performance evaluations, orientation and training, attendance management, grievances and disputes by providing input into employee performance evaluations, determining orientation and training requirements, assisting with staff selection by sitting on interview panels and providing input regarding evaluation of candidates and documenting performance problems for the Manager’s attention and follow-up.
• 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.
• 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.
• 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.
• 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
• 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.
• Performs other related duties as assigned.

What you bringQualifications

• 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.
• 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.

Skills & Knowledge

• Demonstrated knowledge and understanding of legislative obligations and provincial commitments found in the foundational documents – 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 – and how they intersect across the health care system.
• Supports team members on their learning journey related to Indigenous-specific Anti-racism, Indigenous Cultural Safety and Humility, DEI and anti-racism.
• Works collaboratively with appropriate Indigenous teams and Diversity Equity and Inclusion departments to ensure holistic application of culturally safe, equitable and anti-racist lenses.
• 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 bringEvery 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: $43.18 / Hour
Location: 2261 Keating Cross Rd, Saanichton, BC V8M 2A5
Closing date: Applications accepted until position is filled
Hours of Work: 08:30-16:30 (Monday to Friday)
Requisition # 169976EAs per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.What we do(BCEHS) provides provincial emergency medical care and patient transfer services.The Provincial Health Services Authority ( ) 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.Learn more about PHSA and our programs:PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’kula Team (Indigenous Recruitment & Employee Experience) for support at .Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. 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.caPlease note the internal job posting will no longer be accessible after the expiry date of August 5, 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 [email protected] and a Help Desk Representative will contact you the next business day.
Labor Agreement Facilities Subsector
Requisition # 169976E-2421406
Work Site Block C 2261 Keating Cross Road, Saanichton
Job Type Regular, Full-Time
Salary/Rate $43.18 / Hour
FTE 1.00
Hours of Work 08:30-16:30
Work Days Mon, Tue, Wed, Thu, Fri
Expiry Date 27-Aug-2024

Expected salary

$43.18 per hour

Location

Saanichton, BC

Job date

Wed, 31 Jul 2024 04:11:44 GMT

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