Service Coordinator

5 months ago

Ottawa, Canada CHEO Full time

Compensation Pay Range:
$35.57-$43.69

**Job Description**:
:

- As part of the Information Services leadership team, the Service Coordinator for the Service Desk is responsible for providing technical support; tracking IT Service recoveries and billing; and performing administrative duties as well as supervising the Service Desk team.

JOB DESCRIPTION: (This is not an exhaustive list)- Coordinates the daily operations of their service area.Administers all equipment moves, additions, changes and deletions for service area.-
- Performs asset tracking of hardware and software inventory.-
- Configures and administers support systems for their service area.-
- Analyzes and resolves technical problems related to information technology services.-
- Oversees the development and communication of tip sheets, user guides and FAQs for clients.-
- Acts as point of escalation for service concerns.-
- Oversees and maintains internal and external service level agreements.-
- Monitors service performance metrics to ensure service levels are met or exceeded.-
- Documents incidents, initiates and facilitates post incident reviews.-
- Plans and coordinates new or improved service delivery.-
- Stays apprised of current industry best practices and technologies relevant their service portfolio.-
- Analyzes CHEO’s service needs with regards to technology and operational processes recommend the direction which will best satisfy those needs.-
- Completes requests to purchase and ensures proper authorization of expenditures.-
- Maintains technology standards based on customer requirements and feedback.-
- Maintains hardware stock levels for their service portfolio in line with established standards.-
- Assesses the quality of support and technology from the manufacturer and supplier of services and equipment.-
- Designs standard operating procedures and provides input to Information Technology Services policies and procedures.-
- Manages customer relationships, liaises and negotiates with vendors for procuring various end-user hardware required to support services.-
- Reviews billing and maintenance agreements for managed services.-
- Ensures proper recoveries for services rendered.-
- Leads the recruitment, training, and supervision of direct reports.-
- Provides regular performance feedback to staff and ensure performance appraisal reviews are completed.-
- Chairs IT change advisory board meetings on a rotational basis.-
- Participates in the IT Leadership on-call rotation.-
- Performs other related duties as assigned by supervisor.QUALIFICATIONS:
- Criminal Record Check (CRC) (Essential)-
- Diploma in Business Administration or Information Technology. Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic / experience requirements. (Essential)-
- Minimum three years of related work experience. (Essential)-
- Comprehensive use relevant computer technology (Essential)-
- Superior communication skills, oral and written (Essential)-
- Strong interpersonal and organizational skills (Essential)-
- Deals effectively with internal customers and external customers (Essential)-
- Knowledge of Hospital workflow (Essential)Basic management competencies (Essential)-
- Knowledge of Windows client and server Operating Systems operating within networked environment. (Essential)Effective supervisory and problem-solving skills (Essential)-
- Effective telephone and communication skills. (Essential)-
- Ability to work under pressure and meet compressed deadlines. (Essential)-
- Good written and verbal communication skills.(Essential)-
- Ability to work in a team environment. (Essential)-
- Strong customer service orientation. (Essential)-
- Working knowledge of applicable occupational health and safety legislation; general knowledge of corporate/departmental policies and procedures related to health and safety. (Essential)-
- Valid driver’s license and access to a vehicle (Essential)-
- Knowledge of networks, network security and performance (preferred)-
- Bilingualism (French/English) (preferred)CHEO values diversity and is an equal opportunity employer. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process and welcome interest from all qualified applicants.

Should you require accommodation during any phase in the recruitment process, please contact Human Resources at- All information received in relation to accommodation will be kept confidential and will be handled in compliance with the Accessibility for Ontarians with Disabilities Act.
- We thank all those who apply, however, only those to be interviewed will be contacted.

CHEO is committed to providing a safe environment for staff, patients, and visitors. Consistent with that commitment, all applicants must be fully vaccinated against COVID-19 to be considered for any staff or volunteer opportunities. Applicants are also strongly encouraged to receive their COVID-19

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