Help Desk Analyst

6 months ago

Kitchener, Canada Grand River Hospital Full time

At Grand River Hospital we are building a world class health care system supporting healthier lives for the communities we serve. We value people above all else and the experiences of our patients and their families, our team members, and our partners are at the very top of our agenda.

Through our values of CARE; TRUST AND BE TRUSTWORTHY; COURAGE TO START, HEART TO FINISH and WELCOME ONE TO WELCOME ALL we leverage the collective talents and strengths of our GRH team, our community, and our partners to innovate and accelerate the transformation of health care delivery.

We currently have an opportunity for a part-time **Help Desk Analyst **in the IT department.

**Hours**: Mornings, Evenings and Nights

**How Senior Helpdesk Analyst support our teams at Grand River Hospital**:

- This position is the front line for the IT department and will answer and process service desk requests, support system users, ensure proper computer and communications equipment operation so that end users can accomplish Hospital related tasks. This position includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents as appropriate and necessary. Problem resolution may involve the use of diagnostic and help request tracking tools at the service desk level. The position provides the highest level of customer service support to all staff, physicians, affiliates and the public. Other departmental administrative and reporting tasks will be completed as assigned

**At Grand River Hospital, the Help Desk Analyst has**:

- Completion of post-secondary diploma/degree in an Information Technology program or HDI Certification preferred
- ITIL Foundation and CompTIA A+ certifications are a definite asset
- One (1) year recent experience in a service desk setting
- Experience identifying and troubleshooting Credential, Software, Mechanical and Network based issues.
- Advanced knowledge with Hospital related software Cerner, Infor, Meditech, Microsoft and AD Administration.
- Demonstrated effective communication and interpersonal skills, including excellent telephone etiquette in order to provide the highest level of customer service.
- Ability to document legibly, clearly and appropriately on multiple Service Desk platforms.
- Proven ability to work in a fast-paced, multi-task environment with mínimal supervision utilizing effective organizational and problem-solving skills.
- Minimum typing speed of 60 WPM.
- Demonstrated acceptable performance and attendance policy.

**At Grand River Hospital we support our Team Members with**:

- A thorough onboarding and orientation program
- Ongoing training and development opportunities
- Access to our Ongoing Education Fund
- Career mentorship
- Wellness programs**APPLICATIONS WILL BE RECEIVED UNTIL THE POSTING IS CLOSED.**

Grand River Hospital is committed to fair and equitable employment and in our recruitment and selection practices. We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to: racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our Hospital community. We are committed to providing and fostering a respectful workplace for all employees, free from violence and harassment. Grand River Hospital is a proud member of the Canadian Centre for Diversity and Inclusion (CCDI).

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