Service Desk Analyst
2 days ago
Mackenzie Health is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be the first point of contact for ICAT end-user support across the organization, providing exceptional technical support for all MH users across multiple sites.
Key Responsibilities:- Provide timely and effective support to end-users, addressing IT issues.
- Troubleshoot and resolve technical problems via phone, incoming tickets, and email.
- Provide onsite support when required to resolve issues that cannot be addressed remotely.
- Receive, prioritize, and resolve support tickets within established service level agreements (SLAs).
- Document all interactions and resolutions in ServiceNow ticketing system for future reference and continuous improvement.
- Escalate unresolved or complex issues to other relevant IT teams.
- Collaborate with team members to find effective solutions to escalated problems.
- Perform account administration tasks, including user account creation, modification, and deactivation.
- Handle access permission changes and ensure compliance with security policies.
- Perform other duties as assigned.
- College diploma in Information Technology or equivalent combination of education and experience, required.
- Minimum 1 to 2 years experience of working in a fast-paced 24/7 Service Desk team is required preferably in a Health Care environment.
- Minimum 1 to 2 years experience with Microsoft Windows 10 configuration, support, and troubleshooting.
- Minimum 1 to 2 years experience with setting up and troubleshooting Office 365, Outlook, Teams, OneDrive, SharePoint issues for end users.
- Minimum 1 to 2 years experience with Citrix/VMware end user support.
- Minimum 1 to 2 years experience with Active Directory and Azure account management.
- Minimum 1 to 2 years experience with troubleshooting issues related to Android and Apple mobile devices.
- Intermediate experience with Service Now or comparable Information Technology Service Management (ITSM) ticketing systems.
- Good understanding of various computer networking technologies.
- Have valid Ontario Driver's License and access to a vehicle, as travel to any MH site may be required (during or after hours).
- Must be able to help facilitate computer placements, equipment movement, and complete all computer installations and associated tasks on an individual basis, including during on-call hours.
- Available to work outside of normal business hours in a 24/7 hospital environment and after-hours on-call are required.
- ITIL v4, A+ and any other entry level IT certifications are highly desirable and will be considered an asset.
Mackenzie Health is an equal opportunities employer and welcomes applications from diverse candidates. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Please note that as a condition of employment, you are required to submit proof of full COVID-19 vaccination to Mackenzie Health's Occupational Health and Safety department.
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