Help Desk Analyst

22 hours ago

Kitchener, Canada Grand River Hospital Full time

**Location**:Forty Green

**Work Type**:Full Time

**Shift**:Non Union, Mornings, Evenings, Weekends

**Summary:
- 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.

**Responsibilities:
- 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.

**Other information:
- 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.
- Demonstrated acceptable performance and attendance policy**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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