Service Desk Analyst

The Service Desk Analyst aims to provide first call resolution and support to customers with break fix issues and questions related to computers, mobile phones, printers, other end user system hardware and software. The Service Desk is the first point of contact for Royal Victoria Regional Health Centre employees and physicians regarding their Information Technology needs, system issues and service requests. Special expertise is required for performing hands on printer repairs, installation, and troubleshooting, ongoing maintenance and must have experience and knowledge of a variety of multi-function desktop and floor model printers (including not limited to Ricoh, HP, Canon, and Lexmark). The position requires someone who thrives on troubleshooting end user issues, including hands-on technical work (PC's, Phones, Printers, Audio-Video (AV) system and Patient Services Entertainment System (PSES)) and who is motivated by solving technical challenges in a fast-paced environment. This role requires a professional who also provides recommendations for quality improvement and cost savings strategies across the organization as related to printing requirements. The Service Desk Analyst is responsible to support the needs for all information technology services and ensures that all incidents and service requests are documented and resolved as quickly and as cost effectively as possible. The Service Desk Analyst works directly with our staff and physicians as our customers providing support through phone, e-mail, ticketing system, and in-person. This role requires strong verbal and written communication skills to effectively respond to inbound calls and support requests, offering remote assistance and clear technical guidance. The Service Desk Analyst is responsible for identifying, researching, and resolving technical issues, and may require some level of lifting and installing equipment as part of routine support tasks. The Service Desk Analyst relies on established policies and procedures to perform many functions of the job and escalates to Level 3 as required. Essential Job Functions: Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and service requests Analyze incident and service request data to improve the quality of products and services, and increase the efficiency and effectiveness of services delivered Ability to communicate effectively with customers and provide meaningful resolutions to technical issues Learn about and support a wide range of computing technologies, such as hardware (desktops, laptops, phones, tablets, peripherals and printers, PSES), audio/visual equipment, software, RVH clinical systems, supporting software, technologies, network, storage and infrastructure. Accurate incident/service request documentation, tracking and follow up to resolution Professional work ethic, including exceptional punctuality and attendance, with the ability to meet commitments and deadlines and take ownership of problems Provide assistance to other Informatics and Technology Services employees as needed including large IT projects, tasks and system upgrades Troubleshoot hardware and connectivity issues in patient entertainment systems, including display, TVs, handset, remote, and audio/signal problems. Coordinate with third-party vendors or internal facilities/biomedical teams to address infrastructure-related issues (e.g., cabling, wall ports, or mounting equipment) impacting the patient entertainment systems.  Independently sets up and configures new user workstations with minimal instruction and supervision, accurately inventory new/existing equipment Follows mandatory company policies to ensure the highest levels of system and network security Follows up on existing incidents/service requests to ensure satisfactory and timely resolution Ensures Service Desk Policies and Processes are adhered to, in improving customer confidence and satisfaction, e.g. response time, documentation management, privacy and confidentiality and technical standards Creates and maintains technical documentation, presentation material, workflow and knowledge base articles Increase IT efficiency by making recommendations to current processes and policies Ability to coordinate, collaborate, and communicate effectively with other Information Technology employees, other departments, and business partners to ensure high service levels Able to provide on-call support as needed Able to understand and demonstrate RVH culture, mission vision and values. Education: Community College diploma, 3 years with focus on computer science or equivalent Undergraduate degree in information technology, computer sciences and/or technology engineering preferred A+ Certification, Network+ or MSSE Certification highly desired ITIL certification preferred Experience: 2-year experience in a similar role, providing IT technical support in an enterprise organization Preference will be given to candidate with a minimum of 1 year experience in Health care Help Desk experience in a Windows Environment required Competencies: Proficiency with computer hardware and desktop software Proficiency with computer troubleshooting, analysis, critical thinking and problem-solving skills Ability to learn multiple applications and systems Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations with high clinical priority Ability to work with external vendors for support and service Ability to effectively communicate via telephone and email Knowledge of networking configurations, installation, and maintenance Understanding of manipulating shared folder permissions Experience working with Enterprise systems, Active Directory, Microsoft Exchange, Citrix and virtualized environments Ideal candidate has knowledge and experience with end user support with Microsoft Windows 7, and10 and Microsoft Office 2010/2013, O365 Professional and effective presentation skills Ability to quickly adapt to advancing technologies and procedural changes in a fast-paced environment Ability to work independently or in a team environment Attention to detail, exceptional documentation and organization skills are critical Familiarity commonly used concepts, practices, and procedures within the Information Technology field Equity & Inclusion RVH is committed to recruitment and selection practices anchored in principles of equity and inclusion that contribute to an anti-oppressive, respectful, and culturally safe workplace. We invite applications from individuals who belong to groups that have been historically marginalized on the grounds identified by the Ontario Human Right Code, including but not limited to race, disability, age, gender expression, gender identity, sexual orientation, religion, family or marital status, and status as a First Nation, Métis, or Inuk person. To learn about how RVH is taking steps to create and sustain an equitable, inclusive, accessible and culturally-safe environment, please visit:  Accommodations RVH is dedicated to ensuring every applicant has a fair and equitable opportunity to demonstrate their knowledge, skills, and abilities throughout our recruitment and selection process. We are continuously working to create an accessible, barrier-free process, and recognize each applicant’s needs are different. We encourage applicants with a disability or circumstance that could be supported with an accommodation to contact People Recruitment at Recruitment@rvh.on.ca. If you are interested in this position, please apply online before 11:00 p.m. EST on the Requisition Close Date. If there is no close date listed above, the requisition will remain open until filled.