Team Lead-service Desk Support

2 weeks ago

Toronto, Ontario, Canada Humber River Health Full time

Position Profile:

Build your career - at the hospital that's built for the future


Since opening our doors in 2015 as North America's first fully digital hospital and we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders.

Serving a community of 850,000 residents in North West Toronto, Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team.

At Humber River Health, we use a custom combination of technology and clinical expertise to rebuild elements of care.

We make technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors.

Humber River Hospital is formally affiliated with both the University of Toronto and Queen's University and committed to becoming a community academic hospital.

Clinical Excellence, Optimizing Care through Technology and Community Connection frame our Research Strategy.

At Humber River Hospital, we're not hoping for a renaissance, we are making it happen. As part of our dynamic team, you can lead the way, as we continue our journey towards high reliability care

We currently have an exciting opportunity for a

Team Lead-Service Desk Support / PC Support to join our

Information Systems & Telecommunications team. This person will lead first line Help Desk (Tier 1) and PC Support (Tier 2) technical support of all internal technologies and systems to internal staff; escalate issues for problem resolution

Location:
Wilson Site

Hours of work:8:30 am. - 4:30 pm.

Employee Group:
_ _Non-Union

Responsibilities:

  • Provide customer service (i.e. take ownership of user problems; follow up with internal client, provide timely communication of progress in issue resolution process)
  • Analyze and resolve issues and incidents from Helpdesk and PC Support staff
  • Escalate unresolved issues to Tier 3 staff for resolution
  • Maintain hands on support for daily PC support role
  • Lead and direct IT Helpdesk Desk and PC Support functions to meet service level agreements (SLAs) for technology break/fix activities, and support business users
  • Provide leadership and direction in the deployment, monitoring, maintenance, development, upgrade, and support of all IT and telecom equipment, including the PCs, operating systems, hardware, software, peripherals and desk phones
  • Provide leadership and direction in the provision of enduser services, including help desk and PC support services
  • Plan, coordinate, direct, and design the organization's Helpdesk and PC Support operations to meet organizational goals and objectives
  • Work with Team on creating IT Technical Documents
  • Coordinating Inventory and Purchasing of IT Front End Devices
  • Coordinating IT Front End Devices Projects
  • Coordinating IT asset management (e.g. hardware, software, equipment)
  • Provide remote support off hours
  • Other duties as assigned.

Requirements:

  • Successful completion of University and/or Community College diploma in Computer Science /computer technology program.
  • Minimum 4 years' experience in an IT service desk and PC Support role is required, preferably in a healthcare environment.
  • Minimum 4 years' experience with expert level proficiency in Microsoft Office (i.e. Outlook, Word, Excel, PowerPoint, Access etc.) and Windows operating system is required.
  • Experience with troubleshooting and resolving computer hardware, printer hardware, peripherals, and E-Mail Systems issues is required.
  • Highly developed customerservice orientation and problem solving skills.
  • Document writing skills an asset
  • Excellent attendance and discipline free record required.

Why Humber? Why Now?


Humber River Health is on an exciting transformation journey of redefining patient care as we leverage the most advanced technologies to enhance all aspects of delivering high-quality, safe care.

We continue to build a people-centered workplace with excellent staff and physician engagement by hiring passionate, diverse and inclusive healthcare professionals.

People who care and live our values of _Compassion_, _Professionalism_ and _Respect_. People who are committed to making a positive difference.

We are a
Studer Group hospital, focused on building our evidence-based leadership practice and hardwiring a culture that WOWs.


Why? Because at Humber River Health, we know it's our people and our ability to innovate that allows us to consistently deliver a great patient experience and the best quality outcomes.

After all, we are the hospital that believes
exceptional care...healthier community.- Note: This is a non-union position_

  • Humber River Hospital is committed to inclusion and diversity. We believe that diversity drives our culture of innovation. By bringing together a variety of different perspectives, it fuels our crea

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