Service Desk Analyst I

6 months ago

Oshawa, Canada Lakeridge Health Full time

**Service Desk Analyst I**

IT Service Desk & Tech Support

Information Technology

Temporary Full Time

Days, Evenings, Weekends - 8 Hour Shifts (Subject to Change)

Lakeridge Health Oshawa

Salary - $27.300 - $37.130 per hour
- File Number:_ 2400000691

POSITION DESCRIPTION:
Reporting to the Manager of I.T. Operations, the I.T. Service Desk Analyst (SDA) is responsible for providing first level triaging support to the hospital's End Users. Known as Tier 1 support, they are required to ask appropriate questions and use knowledge and resources to diagnose and resolve or escalate priority level incidents. The job requires the person to be onsite for their shift at one of our 5 sites and as required, the SDAs will be responsible for completing the first level triaging in person for Priority/Urgent tickets. On occasion, they will be required to participate in the after-hours Technical on-call rotation.

DUTIES/RESPONSIBILITIES:

- Accurately and effectively document issue, troubleshooting steps or resolution steps to provide clarity to requestor.
- Properly identify, research, and resolve technical problems using service catalogue or knowledgebase documents.
- Providing guidance to users on next steps regarding software and hardware issues
- Prioritize user incidents and requests to ensure that appropriate severity of an incident is assigned.
- Act as a liaison and work with colleagues for resolution of issues/problems (tier 1, 2, and 3 analysts)
- On a rotating basis, as required, be included as part of the on call technical support team responding to after-hours service calls from staff members for Priority 1 and 2 issues
- Monitor and act on improving quality of service and work processes.
- Work with Senior Service Desk Analyst to champion improvements to Service Catalogue.
- Other duties as required

QUALIFICATIONS:

- College Diploma in IT related curriculum required
- ITIL V4 preferred
- 3 years IT related experience is required
- Proven proficiency with Microsoft Windows 10 operating systems as well as Microsoft server platforms;
- Previous Service Desk/Help Desk or IT experience in a Healthcare environment, preferred
- Demonstrated experience with installation and troubleshooting of Anti-virus software and various workstation software;
- Demonstrated understanding of basic networking concepts including routing and switching, DHCP, DNS and WINS protocols;
- Knowledge of Meditech Magic, Client Server platforms and EPIC, an asset;
- Knowledge of software tools to assist in remote support and troubleshooting of technical issues (ie. Web Help Desk, Remote Desktop, System Center Configuration Manager);
- Knowledge of applicable data privacy practices and laws.
- Effective communication skills both written plus verbal and interpersonal skills;
- Proven ability to perform effectively and maintain composure during high-pressure situations;
- Demonstrated effective customer service skills.

**CONDITIONS OF EMPLOYMENT**:
The terms and conditions of employment are in accordance with Lakeridge Health's policies and procedures.

Lakeridge Health thanks all applicants, however, only those selected for an interview will be contacted.

Successful External applicants must provide a satisfactory Criminal Investigation Reference for the vulnerable sector, dated within the past six (6) months.

Accommodation will be provided in all parts of the recruitment and assessment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Applicants need to make their needs known in advance.

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