As part of the Service Desk team, the Service Desk Analyst will be the first-point of contact for ICAT end-user support across the organization using Incident Management and Request Fulfilment processes supporting our standard suite of software, hardware, telephone, and mobile services.
The primary goal of this role is to provide an exceptional technical support for all MH users across multiple sites. Proven customer service and communication skills, problem-solving ability, and knowledge of modern end-user computing devices/software, various Microsoft applications and virtual computing environment like Citrix and VMWare are critical to be successful in this role.
This is a fully on-site role and requires the incumbent to be available to work any shift between 6:00 AM and 8:00 PM any day of the week including weekends and holidays. Participation in rotational on-call after hours coverage is mandatory. May also be required to work outside of normal shift hours on short notice if needed.
Contribute to safe, quality care by:
- Provide timely and effective support to end-users, addressing IT issues.
- Troubleshoot and resolve technical problems via phone, incoming tickets, and email.
- Provide onsite support when required to resolve issues that cannot be addressed remotely.
- Receive, prioritize, and resolve support tickets within established service level agreements (SLAs).
- Document all interactions and resolutions in ServiceNow ticketing system for future reference and continuous improvement.
- Escalate unresolved or complex issues to other relevant IT teams.
- Collaborate with team members to find effective solutions to escalated problems.
- Perform account administration tasks, including user account creation, modification, and deactivation.
- Handle access permission changes and ensure compliance with security policies.
- Perform other duties as assigned.
What must you have?
- College diploma in Information Technology or equivalent combination of education and experience, required.
- Minimum 1 to 2 years experience of working in a fast-paced 24/7 Service Desk team is required preferably in a Health Care environment.
- Minimum 1 to 2 years experience with Microsoft Windows 10 configuration, support, and troubleshooting.
- Minimum 1 to 2 years experience with setting up and troubleshooting Office 365, Outlook, Teams, OneDrive, SharePoint issues for end users.
- Minimum 1 to 2 years experience with Citrix/VMWare end user support.
- Minimum 1 to 2 years experience with Active Directory and Azure account management.
- Minimum 1 to 2 years experience with troubleshooting issues related to Android and Apple mobile devices.
- Intermediate experience with Service Now or comparable Information Technology Service Management (ITSM) ticketing systems.
- Good understanding of various computer networking technologies.
- Have valid Ontario Driver’s License and access to a vehicle, as travel to any MH site may be required (during, or afterhours)
- Must be able to help facilitate computer placements, equipment movement, and complete all computer installations and associated tasks on an individual basis, including during on-call hours.
- Available to work outside of normal business hours in a 24/7 hospital environment and after-hours on-call are required.
What else do you bring?
- Effective oral and written communication skills are essential, along with efficient and accurate typing skills.
- Proven exemplary customer service experience, experience working directly with customers providing technical software and hardware support.
- Proven ability to work in a team environment, especially with diverse technologies and user groups.
- Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a 24/7 hospital environment.
- Ability to enthusiastically adopt modern Information Technology and Systems and solutions.
- Ability to perform the essential duties of the job.
- Proven attendance record.
- Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
- Ability to perform the essential duties of the job.
- Effectively uses empathy in interactions with others.
- Demonstrates behaviours consistent with Mackenzie Health’s Commitment to Caring and values – Excellence, Leadership and Empathy.
- Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.
Preferably your profile also includes:
- ITIL v4, A+ and any other entry level IT certifications are highly desirable and will be considered an asset.
*You may be required to work at any site of Mackenzie Health.
