Service Desk Support

3 weeks ago

Guelph, Canada Guelph General Hospital (GGH) Full time

Employment Status

Temporary Full-time

Department

Information Management - Technical Services

Job Code

7902

At Guelph General Hospital, we are committed to our Mission of
_providing exemplary and equitable care for and with our community._

Living our values is important here and if you want to join a team that is compassionate, inclusive, respectful, collaborative and inspired, you can see more details about the position currently available below.

**Current Rate of Pay**: Min $28.71 - Max $ 35.89

**Current Shifts**: days, 8 hours, some on call (temporary full time for 1 year)

**Position Summary**:
The Information & Technology Service Management Department is focused to:

- Enable patients and families to stay connected, involved and informed in their care,
- Make it easier to make informed decisions and do the right things,
- Provide technologies and tools that make work easier, more efficient and productive,
- Enable communication and collaboration internally and externally with system partners, and
- Enable the integration and sharing of information with regional care delivery partners.

The Service Desk Support role contributes to the ITSM focus by providing those needing support with fast, effective, and courteous assistance. The role effectively acts as ‘first contact’ for our user community when they reach out for support. As such, Service Desk Support staff are the first to hear when someone experiences technology failing to make it easier to work, collaborate or share information. They are the first to attempt to remediate the reported issue, and failing an immediate fix, they collect the necessary detail and escalate issue to the most appropriate ITSM team member. Because they are the first line of support, they provide a vital role to the quality of our service delivery by monitoring caller satisfaction and provide insight into emerging support trends.

The Service Desk Support position responsibilities include customer call processing, initial incident assessment and triage, information collection and recording, immediate resolution incidents in-scope for the role and escalation/routing of out-of-scope incidents.

The Service Desk Support person is part of a team that provides services to the Guelph General Hospital, Groves Memorial Community Hospital and North Wellington Health Care hospital sites.

Reporting to the Manager Technical Services, Service Desk Support persons may interact daily with any level of the organization and must work closely with the ITSM team as an integrated services delivery organization.

**In this role, you will**:

- Have ongoing opportunities to learn and grow with a generous professional development program via our education assistance fund and in-house development programs
- Have access to an amazing total rewards package which includes competitive pay, health and dental benefits, Short and long term disability and the Healthcare of Ontario Pension Plan (HOOPP) where we match your contributions by 126%
- Be a part of an organization committed to the well-being of our workforce
- Support the Guelph Wellington Ontario Health Team’s commitment to anti-racism and anti-oppression through our actions
- Be a part of a team of high performing health care professionals

Guelph is the perfect location for health care professionals seeking to make the most of life’s experiences. From our expansive trails and waterways to internationally recognized arts and cultural events, to diverse restaurants and craft breweries, the Royal City has something for everyone
- It’s one of Ontario's most robust and growing economies
- You will have access to excellent schools which include a university and college
- There are multiple centres of faith reflected in the community

**Qualifications, Experience, Skills and Abilities**:

- College diploma or University Degree in a relevant technology support field and/or
- 2+ years’ relevant experience in providing technical support role
- Desktop and printer hardware maintenance experience
- Desktop operating system experience
- Networked environment experience
- Advanced Microsoft Office experience
- Effective communication and interpersonal skills
- Excellent telephone etiquette, professional, friendly & courteous
- Excellent verbal and written communications
- Demonstrated ability to work independently and in a self-directed manner as well as collaboratively within a team in a fast-paced and ever-changing environment
- Demonstrated commitment to excellent customer service when interacting with patients, families, colleagues and physicians

Come and join our team if you are looking for an exciting opportunity where you will be supported and empowered.
- All positions at GGH contribute to ensuring there is a safe environment for patients, staff and visitors. GGH is committed to fostering a safe and healthy work environment which provides equal opportunities to people with disabilities. In pursuit of GGH’s vision of together

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