Service Desk Analyst

5 months ago

Toronto, Canada SickKids Full time

**About SickKids**:
Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.

When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of _Healthier Children. A Better World_.

Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.

**Position Description**:
Service Desk Analyst - Call Center

The Hospital for Sick Children | Toronto, ON (On-site)

**About the job**:
Exciting opportunity to be part of a dynamic 24/7 Service Desk call center team within the Service Management Office at SickKids Hospital. The team is focused on taking support to the next level providing increased value and service to the Hospital; with a big focus on customer service. You will be exposed to various technologies in a highly sophisticated enterprise environment. We are looking for someone who enjoys assisting people with technical challenges and loves learning new technologies that enables healthcare services.

The Service Desk at SickKids provides first level support via the telephone, using remote desktop tools and is the single point of contact for all end users. The primary activity of the Service Desk is first call resolution and triaging to appropriate L2/L3 support teams while keeping the customer up to date throughout the lifecycle of their tickets.
Applicants with Epic EMR, ServiceNow®, and Hospital experience will have a tremendous advantage on being selected and being a successful addition to our team.
As a member of the SickKids family, you will have the proud satisfaction of being part of the larger hospital team whose objective is helping children in need.

Here's What You'll Do
- Record, track, and document the details of incidents and requests in ServiceNow, including troubleshooting steps and actions taken.
- Identify and escalate emergent problems and major incidents via appropriate pathways based on the approved processes and procedures.
- Collaborate with other teams within the department to improve the customer experience.
- Create, review and update both customer facing and IT facing knowledgebase articles and FAQ documents.
- Participate in Problem, Incident and Change Management activities.

Here's What You'll Need
- 2+ years IT support experience, with a track record of exceptional customer service.
- Epic or other EMR experience preferred.
- Completion of post-secondary diploma/degree in an Information Technology program.
- Experience identifying and troubleshooting issues with computers, peripherals and software.
- Demonstrated effective communication and interpersonal skills, including excellent telephone etiquette.
- Experience using a modern IT Service Management tool such as ServiceNow, BMC Footprints, or Remedy.
- Strong knowledge of Microsoft based operating systems with an emphasis on Windows 10 and 11.
- Knowledge and experience of Apple Operating Systems.
- Good understanding and strong technical knowledge of PC hardware and configurations.
- Good understanding of TCP/IP Networks.
- Experience with Active Directory User and Group management.
- Analytical and proactive approach to support.
- Planning, organization and time management.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
- ITIL concepts and an understanding of its practices is critical and a certification in V4 Foundations is an asset.

**Employment Type**: Full-time, CONTRACT with Benefits. Must be able to work different shifts, evenings, weekends, and overnight, as this is a 24/7 operation.

**Our Commitment to Diversity**:
The children and families we care for are from a variety of communities, and so are our employees. We welcome and encourage everyone to join our organization and be part of our team.

Thank you for your interest in joining SickKids. Only those applicants selected for an interview will be contacted. In accordance with our Hospital policy, employment at SickKids is conditional upon the Hospital’s receipt of all necessary documentation.

**How to Apply

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