Service Desk Analyst, Ft

3 weeks ago


Welland, Canada Niagara Health System Full time

-
Additional daily tasks as assigned or activities, multi-site travel will be required.

**RESPONSIBILITIES**:
STRATEGY & PLANNING
- Alert management to emerging trends in incidents.
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
ACQUISITION & DEPLOYMENT
- Deploy pre-packaged software using distribution tools and processes as requested by end users.
- Assist in software releases and rollouts according to change management best practices.
OPERATIONAL MANAGEMENT
Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technical analyst and system administrator, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to ICT knowledge base as needed
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.

**QUALIFICATIONS**:

- 3 Year Community College diploma or equivalent in relevant field such as computer technology or health information systems
- Minimum 3+ years of computer technology experience, preferably in a Microsoft environment
- ITIL Foundation certification required
- Other certifications in ITIL, Cisco, HP, Microsoft or equivalent would be an asset
- Experience with desktop operating systems, including Windows 10
Working knowledge of a range of diagnostic utilities, including VNC, TeamViewer, Bomgar and Remote Desktop
- Previous Health Care environment experience would be an asset
- Experience with ServiceNow
- Experience in a Service Desk environment with the ability to triage and resolve issues as required
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Experience working in a team-oriented, collaborative environment.
- Proven ability to contribute to procedure creation.
- Ability to conduct research into a wide range of computing issues is required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly, and technical language.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to learn new areas of unfamiliar territory.
- Highly self-motivated and directed.
- Keen attention to detail.
- Evidence of effective customer service, organizational, interpersonal, communication, leadership, judgment, critical thinking and decision-making skills.
- Flexible, self-directed and able to work effectively with mínimal supervision.
- Consistent and regular attendance required.
- Proficiency in both official languages (English and French) will be considered an asset
- Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption based on medical or on a ground pursuant to the Ontario Human Rights Code
Recruitment Specialist: Marissa Panucci
- We are especially interested in connecting if you..._
- Value diversity, equity and inclusion;_
- Are excited about being part of a respectful and hard-working team in the beautiful Region of Niagara;_
- Identify as a member of one or more of the following groups: equity-seeking group, Indigenous persons, persons with disabilities, persons of diverse sexual orientations and gender identities and all others who may contribute to the further diversification of ideas._
- Have background or expertise in the healthcare environment, supporting patient care and providing extraordinary customer-service_
- In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation._



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