Job Information

Position Level: Individual Contributor

Department: Telemedicine

Position Status: Temporary

Activity Rate: 100%, 37.5 hours per week

Location: Toronto or remote in Canada

Salary Grade: Level B on the MSF Canada Salary Grid, $55,264 per annum

Status: Must be legally entitled to work in Canada or in the location where the work is being carried out.  

Benefits: Health Spending Account, Lifestyle Spending Account, group insurance (Life, Dependent Life, AD&D), Peace of Mind plan (i.e. prescription drugs, accidental dental, hospital care, etc.),  5% RRSP contributions (no matching required), starting 4 weeks’ Vacation/year, flexible work hours, annual professional development budget, Employee and Family Assistance Program (EFAP), free access to internal Psychosocial Care Unit Services and a positive and innovative office culture grounded in our core values of humanity, integrity and results.

Relocation: MSF Canada is not in the position to support a work permit process for any country outside of Canada

Impact Statement

The Telemedicine Support Specialist assume point of contact responsibilities for all Telemedicine Service Desk Requests. The Specialist ensures service and technical issues will be resolved in a timely manner to keep services at maximum efficacy, and will play a pivotal role in identifying areas of improvement through their analysis of Service Desk data. The Specialist will also be an important coordinator with other areas of Telemedicine as modifications to service operations occur. The Support Specialist occupies a key position in fostering healthy relationships with stakeholders by applying functional and technical expertise, contributing to the department’s development and growth.

Key Responsibilities

• Provide consistent, timely responses to TM service users experiencing difficulties with process or technology
• Management and maintenance of the Service Desk Knowledge Base promoting user self sufficiency
• Analyze Service Desk data and recommend strategies for optimizations to Team Lead
• Maintain strong, collaborative relationships with all Service Desk stakeholders to effect rapid solutions and updates
• Participate in planning of releases, testing, and early life support for introduced changes into service environment

Please CLICK HERE for complete description. (Coming Soon!)

Job Specific Competencies

• Service Desk Technical Support: Record, triage, and prioritize support inquiries as per prescribed models
• Data Analysis: Exercise fundamental data management (ie., capturing, normalization, harmonization, cleansing)
• Relationship Management: Build and maintain rapport with key users on respective projects and with all Service Desk stakeholders, inclusive of end users, internal providers (e.g. SITS, Field ICT, Regional Implementers), and external providers (e.g. ITSM/ticketing tool vendor, TM service vendors)

Core Competencies

•  A Commitment to MSF’s Principles; Acts towards the fulfilment of MSF’s Social Mission, Proficiency Level 2
• Cross-cultural Awareness; Demonstrates an integrating attitude, Proficiency Level 3
• Analytical Thinking; Identifies basic relationships, Proficiency Level 2
• Service Orientation; Responds empathetically to clients and understands their concerns/needs, Proficiency Level 2
• Teamwork and Cooperation; Shares information and coordinates with team and/or others, Proficiency Level 2
• Planning and Organizing; Is proactive regarding planning and organizing their job area, Proficiency Level 2

Knowledge and Experience 

• Fundamental understanding of interrelated Service Management processes & procedures (e.g. Incident, Change, Release, Problem, Knowledge Management)
• Knowledge of and/or previous experience with SaaS vendors
• Experience designing, troubleshooting, and iterating technical systems & processes
• Intermediate knowledge in MS Office Suite tools
• Customer service background, particularly in a call centre environment
• Experience in evaluating systems and processes

Education, Certifications, and Languages

• Fluency in English is essential, French very desirable; Spanish or Arabic would be an asset

Application

The deadline for applications is Tuesday, 17 May 2022, 9:00am, EDT. Only electronic applications will be accepted.

We encourage applications from individuals who self-identify as belonging to equity-seeking groups such as (but not limited to): Indigenous peoples, members of visible minorities, persons with disabilities, or women. 

NOTE: Any questions or concerns regarding accommodation and accessibility may be addressed to or by calling 1-800-982-7903.